Customer Experience Executive (B2B) - Bangalore North

Rentokil Initial Group; Bengaluru; On-site; INR 500,000 - 900,000; Full time

Job summary

Rentokil PCI is seeking an Executive - Customer Experience to focus on client retention, renewals, and price optimization for commercial accounts. You will collaborate with internal teams and external stakeholders to ensure service quality and revenue growth.

The role requires a Bachelor's degree and strong skills in relationship management, negotiations, and data analysis. You will work as an individual contributor with cross-functional support across branches and operations.

Qualifications

• Bachelor's degree is required.
• Experience in managing client retention, renewals, and price increases.
• Strong communication, negotiation, and relationship-building skills.

Responsibilities

• Drive client retention by maximizing renewals and identifying value-based price increases.
• Follow renewal processes to ensure timely quotations and implementations.
• Register, log, and resolve customer complaints within defined turnaround times.
• Identify at-risk accounts and collaborate with branches to retain customers.
• Provide data-driven insights to improve service quality and customer satisfaction.
• Conduct regular account reviews and manage non-renewals as per policy.
• Act as liaison between customers and operations to ensure smooth service delivery.
• Identify cross-selling/up-selling opportunities through regular engagement.
• Support collection efforts and monitor customer satisfaction metrics.

Skills

Customer Centricity

Relationship Management

Communication Skills

Negotiation & Influencing

Data Management/Analysis

Problem Solving

Education

Bachelor's degree

Job description

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.

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

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.