Customer Experience Executive

Rentokil PCI; Hyderabad; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Rentokil PCI in Hyderabad, India, seeks an Executive - Customer Experience (B2B) to enhance client retention, renewals, and price increases through value-based strategies.

You will work with cross-functional teams and external stakeholders to deliver seamless service delivery and address complaints promptly.

The role emphasizes data-driven improvements to customer satisfaction, ongoing account reviews, and proactive contact to drive growth and compliance with renewal policies.

Qualifications

• Bachelor's degree required.
• Experience in customer experience or B2B services preferred.
• Strong communication and stakeholder management.

Responsibilities

• Drive client retention by renewals and price increases.
• Collaborate with internal teams and external stakeholders.
• Manage complaints and ensure timely resolution via Complaint QR system.
• Identify at-risk accounts and implement retention strategies.
• Provide data-driven insights to improve service quality and customer satisfaction.
• Lead end-to-end renewal processes and cross-sell opportunities.

Skills

Customer centricity

Relationship management

Communication skills

Negotiation & influencing

Education

Bachelor's degree

Job description

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.
• 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 Qualification / Other Requirements

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.