Field Executive - Customer Experience - Ambattur(Chennai)

Rentokil Initial; Chennai District; On-site; INR 3,00,000 - 5,00,000; Full time

Job summary

A leading pest control service provider is seeking a Customer Experience Executive in Chennai to handle client inquiries, analyze complaint trends, and provide support. Candidates should have a graduation degree and 1-2 years of customer handling experience in B2B/B2C settings. Effective communication skills and fluency in local language and English are required. The role emphasizes collaboration with internal teams and external stakeholders for efficient service delivery.

Qualifications

• 1-2 years of customer handling experience (B2B/B2C).
• Fluency in local language and English.

Responsibilities

• Collaborate with departments to address issues and implement resolutions.
• Keep customers informed about complaint progress and provide timely solutions.
• Analyze complaint trends for improvement opportunities.
• Provide ongoing support to clients.
• Track and monitor client engagement with updates.
• Address and resolve client inquiries and concerns.
• Maintain accurate client records and service delivery schedules.
• Track key performance metrics for success measurement.

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.

Key Responsibilities

• 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.
• Analyze complaint trends to identify areas for improvement.
• Provide ongoing support to clients.
• Track and monitor client engagement while offering updates and actionable recommendations.
• Address and resolve client inquiries, concerns, and feedback.
• Track service plans and delivery schedules for top clients. Share weekly, fortnightly, and monthly updates with clients to ensure transparency and alignment.
• Maintain accurate and up-to-date client records, demonstrate a strong understanding of industry best practices for service delivery schedules, and efficiently manage operations to adapt to evolving requirements and customer needs by reorganizing processes as necessary.
• Track 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
• 1-2 years of customer handling experience (B2B/B2C)

Role Type / Key working relationships

• Individual Contributor
• Internal team
• External stakeholders

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:

• 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.