Customer Care Executive - South Kolkata

Rentokil Initial; Kolkata District; On-site; INR 300,000 - 420,000; Full time

Job summary

RPCI is seeking a Customer Care Executive to strengthen customer relationships and work with internal and external stakeholders. The role focuses on renewals, retention, and revenue growth through strategic actions and data-driven reviews.

The incumbent will collaborate with multi-functional teams to deliver excellent service, manage complaints within timelines, and provide actionable insights for branch improvements. Graduation is required.

Qualifications

• Attentiveness and clear communication are essential.
• Ability to use positive language and manage time effectively.
• Analytical skills to interpret data and drive improvements.

Responsibilities

• Set renewal targets based on the monthly portfolio.
• Support branches for retention, renewals & increase branch revenue via price increases & up-selling.
• Identify and resolve customers' complaints within specified timelines.
• Identify alert customers and revive accounts.
• Provide recommendations to the branches for improvement.
• Conduct regular reviews and terminate non-revival accounts.
• Analyse data to improve month-on-month performance.
• Share monthly dashboard with analysis and recommendations.

Skills

Attentiveness

Clear communication

Positive language

Time management

Data analysis

Education

Graduation

Job description

About the Role

• The Customer Care Executive is responsible for contact management to strengthen the customer relationship which is the key to retention.
• 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

• Should be able to set the targets for the renewals based on the monthly portfolio
• To support the branches for retention, and renewals & increase the branch revenue via price increase & up-selling
• Compliant Management- To identify & resolve the customers' complaints within the specific timelines
• Alert Account Management- To identify the alert customer & bring the possibility of the revival of the accounts
• To provide recommendations & suggestions to the branch for improvement
• Conduct regular reviews & terminate the non-revival accounts
• Should be able to analyse data and over the challenging areas to improve month-on-month performance.
• Should be able to share the monthly dashboard with the analysis and recommendations

Key Result Areas

• Managing Residential & Commercial Renewals
• Deliver budgeted profit through Price Increase
• Lead Generation and self conversion
• Customer Retention

Competencies (Skills essential to the role)

• Attentiveness.
• Clear communication skills.
• Ability to use positive language.
• Time management skills
• Data Analysis

Educational Qualification / Other Requirement

• Graduation

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 whomake 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