Customer Experience Executive

Rentokil Initial Hygiene India Private Limited; Kamrup Metropolitan; On-site; INR 300,000 - 420,000; Full time

Job summary

Rentokil PCI in Guwahati is seeking a Customer Experience Executive to drive client retention, renewals, price increases, up-selling and compliant management for commercial clients. You will collaborate with internal teams and external stakeholders to ensure seamless service delivery.

The role focuses on data-driven insights to improve service quality and customer satisfaction, manage complaints, renewals, and cross-selling opportunities, and participate in regular account reviews.

Qualifications

• Bachelor's degree required.
• Strong communication and interpersonal skills.
• Ability to analyze data and present insights.

Responsibilities

• Drive client retention by maximizing renewals and value-based price increases.
• Identify up-selling opportunities and coordinate cross-functional actions.
• Register, log and resolve complaints within defined TAT via QR system.
• Identify at-risk accounts and collaborate with branch teams on retention.
• Provide data-driven recommendations to improve service quality.
• Conduct regular account reviews and manage renewals.
• Act as liaison between customers and operations for service delivery.

Skills

Customer Centricity

Relationship Management

Communication Skills

Negotiation

Data Analysis

Problem Solving

Education

Bachelor's degree

Job description

Customer Experience Executive - Guwahati

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.

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

Requirements

• Any Bachelor’s degree

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.

Experience Level

Mid Level