Customer Experience Executive (B2B) - Bangalore North

Rentokil PCI; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Rentokil PCI in Bengaluru seeks an Executive - Customer Experience to strengthen client retention, drive renewals and price increases, and identify cross-selling opportunities. You will collaborate with internal teams and external stakeholders to deliver seamless service and measurable improvements in customer satisfaction.

The role emphasizes data-driven insights, complaint management, and end-to-end renewal processes, with accountability for service quality and revenue retention across

Qualifications

• Bachelor's degree required.
• Strong customer-centric and communication skills.
• Experience in account management or customer experience is preferred.

Responsibilities

• Drive client retention through renewals and price increases.
• Identify upsell opportunities and coordinate with stakeholders.
• Manage complaints and ensure timely resolution via QR system.
• Monitor at-risk accounts and coordinate with branches for retention.
• Provide data-driven insights to improve service quality and customer satisfaction.

Skills

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

Education

Bachelor's degree

Job description

Job Summary

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.

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