Rentokil Initial Client Retention Consultant – Nairobi, Kenya: Pensionable

Rentokil Initial Client Retention Consultant - Nairobi, Kenya: Pensionable, Sales Consultant - Pest Division (NRB) at Rentokil Initial, Job Vacancies at Rentokil Initial

Rentokil Initial Client Retention Consultant – Nairobi, Kenya: Pensionable,

Client Retention Consultant

Job Description

Rentokil Initial is a Global services company employing over 45,000 colleagues across 84 countries. The Company is at the cutting edge of technology and innovation as it strives to protect people and enhance lives, by controlling pests, improving hygiene and improving interior spaces with plants and scenting. We are experts in the fields we operate in, investing in training, science, innovation and technology, and affording our employees Opportunities for Growth and Development Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world. Find out more on Our family of businesses: Rentokil Pest Control is the world’s leading commercial pest control company who provides quality, diligent and friendly services to all our customers. We operate in 92 of the top 100 cities We are highly innovative and have leading technical and scientific expertise and our customers look to us for our knowledge and integrity. Although we don’t provide the most luxurious of services, this is certainly essential for all of our customers, and to make sure service happens. Initial Hygiene is the world’s leading hygiene services company that provides quality, diligent and friendly services to all our customers. We produce high-quality, tailored hygiene product ranges for washrooms – across all sectors and industries where our customers look to us for our knowledge and integrity Ambius is the world leader in providing interior landscaping services for a range of customers from boutique hotels, to shopping centers. We use planting, scenting, flowers, artwork and exterior landscaping maintenance to improve the environment for the benefit of the customer and their employees. Ambius is a global brand across North America, Europe, South Africa and Australia. We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in the country. You would be supporting the business in EAST AFRICA. The position will be based in Nairobi Kenya.

Key Responsibilities and Duties:

1. Customer Service Officer you are responsible for the following:

2. Monitor and manage suspension cases for customers in Kenya and Uganda by ensuring timely resolution

and communication with relevant stakeholders.

3. Generate and analyse reports related to key account management activities in the East Africa region

and thereafter provide insights and recommendations to improve customer relationships.

4. Allocate credit notes to the appropriate customer accounts accurately and promptly.

5. Keep track of pending termination cases and update the master list accordingly.

6. Prepare reports on terminations that have occurred within 12 months and analyse any reversal trends.

7. Collect and compile data related to Customer Voice Care (CVC) for monthly and quarterly reporting


8. Analyse and report on the reasons for customer terminations to identify potential areas of improvement.

9. Monitor and report on the issuance and handling of termination notices.

10. Generate reports on compliment tickets received from customers in the East Africa region.

11. Prepare comprehensive monthly reports covering all customer support tickets.

12. Report on suspensions related to new customer accounts in the East Africa region.

13. Prepare reports on customer complaints and track the resolution process.

14. Handle the processing of termination requests for customers in Kenya and Uganda.

15. Facilitate Customer Voice Care (CVC) calls with customers in Tanzania and Uganda.

16. Analyse and report on significant losses in the customer base for the East Africa region.

17. Participate in meetings to review and address debt suspension cases.

18. Attend weekly meetings to discuss the progress of key account management activities.

19. Participate in meetings focused on client retention strategies.

Ad Hoc Duties

  1. Handle additional tasks and projects as assigned by the management.
  2. Standing in for Customer Care Representatives
  3. Provide support and assistance as a backup for Customer Care Representatives when needed.
  4. Behinds Reviews with BMs and Programmers (Kenya and Uganda)
  5. Collaborate with Business Managers and Programmers to review and resolve any outstanding issues in Kenya,
  6. Uganda & Tanzania
  7. Portfolio Rezoning:
  8. Assist in the process of reorganising customer portfolios as required


  1. Bachelor’s degree in Business Administration, Finance, or a related field.
  2. Strong analytical and reporting skills.
  3. Proficiency in Microsoft Excel and other data analysis tools.
  4. Excellent communication and interpersonal skills.
  5. Ability to work independently and as part of a team.
  6. Detail-oriented with a focus on accuracy.
  7. Prior experience in account management, reporting, or customer service is preferred.


Medical Benefit


Eligible for quarterly Bonus as per Company policy

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