Customer Care Executive - New Alipore

Rentokil Initial; Kolkata District; On-site; INR 180,000 - 240,000; Full time

Job summary

Rentokil PCI in India is seeking a Customer Care Executive (CCE) to build positive connections with customers, understand issues, and provide resolutions. The role includes maintaining contact management, coordinating with stakeholders, and driving renewals and upsells to meet targets.

The ideal candidate holds Graduation, excellent communication, and strong sales and problem-solving skills, with the ability to handle rejection and work under pressure.

Qualifications

• Graduation is required.
• Excellent communication and convincing skills.
• Patience and ability to engage customers.
• Good sales ability.
• Excellent interpersonal and problem solving skills.
• Ability to handle rejection and stress in soliciting customers.

Responsibilities

• Maintain Effective Customer Contact Management.
• Be a catalyst in solving customer related issues.
• Coordinate with different stakeholders to achieve the common objective.
• Maintain fair updates on interaction with customers in the company systems.
• Increase revenue from existing customers through renewal of services as per set targets.
• On Time Renewal submission & To maximise conversion of renewals into orders.
• Client retention for the associated branch/ branches as per business requirement.
• Follow-up and coordinate with Back Office, SP, OE/OM and BM for the timely service scheduling and on time service delivery by the Branch Operation Team. Ensure proper followup 3 months prior to the expiry of the contracts.
• Ensure all the collections are completed for the contracts made.
• Adhere to the process and procedure defined for the customer care role.

Skills

Communication

Sales

Interpersonal skills

Customer handling

Stress management

Education

Graduation

Job description

About Rentokil PCI

Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set new standards for customer service having operations across 300 locations in India.

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

About the Role:

• CCE/Sr. CCE will be a forerunner in establishing a positive connection with customers, understand the issues and provide a resolution to the best of his/her capabilities. The incumbent will also be responsible to achieve business requirements as per the KPI defined for the role.

Job Responsibilities:

• Maintain Effective Customer Contact Management.
• Be a catalyst in solving customer related issues.
• Coordinate with different stakeholders to achieve the common objective.
• Maintain fair updates on interaction with customers in the company systems.
• Increase revenue from existing customers through renewal of services as per set targets.
• On Time Renewal submission & To maximise conversion of renewals into orders.
• Client retention for the associated branch/ branches as per business requirement.
• Follow-up and coordinate with Back Office, SP, OE/OM and BM for the timely service scheduling and on time service delivery by the Branch Operation Team. Ensure proper followup 3 months prior to the expiry of the contracts.
• Ensure all the collections are completed for the contracts made.
• Adhere to the process and procedure defined for the customer care role.

Key Result Areas:

• Achieve customer satisfaction.
• Maintain high level customer conversion
• Meet Monthly, Quarterly and Yearly set Goals.
• Upselling/ Cross Selling of services and products.
• Lead generation from existing customers.
• Timely Terminations and Customer Revival.

Competencies (Skills essential to the role):

• Excellent communication & convincing skills.
• The patience and ability to engage customers in conversation.
• Good sales ability.
• Excellent interpersonal and problem solving skills.
• The ability to handle rejection and stress in soliciting customers.

Educational Qualification / Other Requirement:

• Graduation

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:
• Safety
• Integrity
• Innovation
• Learning & Development
• Open & Transparent
• Performance Orientation

DEI statement:

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