Customer Experience Executive - Bangalore North

About Rentokil PCI

Rentokil PCI is India's leading pest control service provider and a Rentokil Initial brand. Formed in 2017 through a joint venture between Pest Control India and Rentokil, it operates across 300 locations, aiming to set new standards in customer service. The company focuses on industry-leading operations through best practices, innovation, and digital technologies. In 2024, Rentokil PCI strengthened its market leadership by acquiring HiCare, expanding its services and footprint further.

For more details: https://www.rentokil-pestcontrolindia.com

About The Role

• The Executive - Customer Experience is responsible for client retention, renewals & price increase, up-selling and Compliant Management related to commercial clients.
• The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
  
  

Requirements

Job Responsibilities:

• Drive client retention by maximizing renewals, implementing value-based price increases, and identifying up-selling opportunities.
• Follow the Advance Renewal process in the Renewal Portal to ensure timely quotation submission and effective implementation of approved price increases.
• Complaint Management: Identify, register, and resolve customer complaints within the defined turnaround time (TAT). Ensure all complaints are logged through the Complaint QR system and followed through to timely resolution.
• Alert Account Management: Identify at-risk customer accounts, evaluate revival opportunities, and work closely with branch teams to implement effective customer retention strategies.
• Customer Experience Improvement: Provide data-driven recommendations and actionable insights to branch teams to improve service quality, customer satisfaction, and overall customer experience.
• Conduct regular account reviews and terminate non-renewed accounts as per the company termination policy.
• Manage customer interactions, account reviews, and service quality surveys to enhance customer satisfaction and retention.
• Act as the primary liaison between customers and the operations team to ensure seamless service delivery and issue resolution.
• Drive lead generation and identify cross-selling/up-selling opportunities through regular customer engagement.
• Monitor and support the reduction of outstanding receivables by coordinating timely customer follow-ups and payment collections.
• Monitor and improve Customer Voice Count (CVC) by conducting regular customer satisfaction surveys and ensuring quality feedback collection.
  
  

Key Result Areas

• Customer Contact Management
• Customer Satisfaction
• End to End Renewal Management
• Effective Followups
  
  

Competencies (Skills Essential To The Role)

• Customer Centricity
• Relationship Management
• Communication Skills
• Negotiation & Influencing
• Service Quality Management
• Commercial Acumen
• Problem Solving
• Planning & Execution
• Cross-functional Collaboration
• Ownership & Accountability
• Data Management/Analysis
  
  

Educational Qualification / Other Requirement

• Any Bachelor's degree
  
  

Role Type / Key Working Relationships

• Individual Contributor
• Internal team
• External stakeholders
  
  

Benefits

What can you expect from RPCI

➔ Our Values Lie At The Core Of Our Mission And Vision. We Believe That It's Our People Who Make Our Company What It Is. We Believe In

• Service
• Relationships
• Teamwork
• Responsibility
  
  

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.