Customer Experience Executive - Guwahati

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.

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
  
  

Requirements

Educational Qualification / Other Requirement:

• Any Bachelor's degree
  
  

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.