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.
Requirements
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:
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:
- Service
- Relationships
- Teamwork
- Responsibility
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
