Customer Experience Executive

Last Revision: July 2026
Job Description
Designation
Function
Executive - Customer Experience (B2B)
Customer Experience
Branch Manager
Reports to (position to be mentioned not
Manager name)
Work Level / Grade
WL1-5
About Rentokil PCI
Rentokil PCI is Indias 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
dened 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.

Last Revision: July 2026


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 & Inuencing
Service Quality Management
Commercial Acumen
Problem Solving
Planning & Execution
Cross-functional Collaboration
Ownership & Accountability
Data Management/Analysis
Educational Qualication / Other Requirement:
Any Bachelors degree

Role Type / Key working relationships:



Individual Contributor
Internal team
External stakeholders
What can you expect from RPCI?
Our values lie at the core of our mission and vision. We believe that its 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.