Customer Experience Executive - Guwahati

Rentokil Pest Control South Africa; Kamrup Metropolitan; On-site; INR 500,000 - 700,000; Full time

Job summary

Rentokil PCI in India is seeking an Executive - Customer Experience to drive client retention, renewals, and value-based price increases for commercial clients. You will collaborate with internal teams and external stakeholders to ensure seamless service delivery.

The role emphasizes complaint management, account reviews, cross-selling opportunities, and data-driven service improvements, with a focus on timely quotation submission and maintaining strong customer relationships.

Qualifications

• Bachelor's degree required.
• Experience in customer experience or client servicing preferred.
• Strong communication and negotiation skills.

Responsibilities

• Drive client retention via renewals, price increases, and up-selling.
• Follow Renewal Portal processes for timely quotations and price changes.
• Manage complaints: log, register, resolve within defined TAT.
• Identify at-risk accounts and coordinate retention with branches.
• Provide data-driven insights to improve service quality and satisfaction.
• Regular account reviews; terminate non-renewed accounts per policy.
• Manage interactions, reviews, and service quality surveys.
• Liaise between customers and operations for seamless service.
• Generate leads and cross-sell via regular customer engagement.
• Support receivables via timely follow-ups and collections.
• Monitor CVC through customer satisfaction surveys and feedback.

Skills

Customer Centricity

Relationship Management

Communication Skills

Negotiation & Influencing

Service Quality Management

Commercial Acumen

Problem Solving

Planning & Execution

Cross-functional Collaboration

Ownership & Accountability

Data Analysis

Education

Bachelor's degree

Job description

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:

Educational Qualification / Other Requirement:

• 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.