Customer Experience Executive (B2B) - 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.