Customer Experience Executive - Gurgaon

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

Job summary

Rentokil PCI in India seeks an Executive - Customer Experience to resolve issues, keep customers updated, analyze trends, support clients, and manage service schedules.

The role involves collaboration with internal teams and external stakeholders, maintaining records, tracking performance metrics, and providing timely, actionable updates to clients. Graduation and 0–1 years of customer handling experience are required.

Qualifications

• Graduation required.
• Languages: Local language and English.
• 0-1 years of customer handling experience (B2B/B2C).

Responsibilities

• Collaborate with departments to address issues and provide complaint data reports.
• Keep customers informed about progress and provide timely solutions.
• Analyze complaint trends to identify areas for improvement.
• Provide ongoing client support and track engagement.
• Monitor service plans and delivery schedules for top clients with regular updates.
• Maintain accurate client records and align processes with evolving requirements.
• Track key performance metrics to measure success.

Skills

Effective communication skills

Accountability

Self-motivated

Collaboration

Organised

Problem-solving skills

Education

Graduation

Job description

About Rentokil PCI

Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set new standards for customer service having operations across 300 locations in India.

For more details: https://www.rentokil-pestcontrolindia.com

About the Role:

• The Executive - Customer Experience is responsible for resolving issues, keeping customers updated, analysing trends, supporting clients, managing service schedules, maintaining records, and tracking performance metrics.
• 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:

• To collaborate with departments to address issues, ensure resolutions are effectively implemented, and provide complaint data reports as required.
• Keeps customers informed about the progress of their complaints and provides timely answers and solutions.
• Analyzes complaint trends to identify areas for improvement.
• Provide ongoing support to clients.
• Track and monitor client engagement while offering updates and actionable recommendations.
• Addresses and resolves client inquiries, concerns, and feedback.
• Tracks service plans and delivery schedules for top clients. Shares weekly, fortnightly, and monthly updates with clients to ensure transparency and alignment.
• Maintains accurate and up-to-date client records, demonstrates a strong understanding of industry best practices for service delivery schedules, and efficiently manages operations to adapt to evolving requirements and customer needs by reorganizing processes as necessary.
• Tracks key performance metrics to measure success.

Key Result Areas:

• Customer Issue Resolution
• Trend Analysis
• Operational Efficiency
• Client Engagement & Support
• Service Coordination & Delivery

Competencies (Skills essential to the role):

• Effective communication skills
• Accountability
• Self-motivated
• Collaboration
• Organised
• Problem-solving skills

Educational Qualification / Other Requirement:

• Graduation
• Languages: Local Language and English
• 0 - 1 years of customer handling experience (B2B/B2C)

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:
• Safety
• Integrity
• Innovation
• Learning & Development
• Open & Transparent
• Performance Orientation

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.