Customer Experience Executive

About Rentokil PCI

Rentokil PCI is recognized as India's premier pest control service provider and operates as a Rentokil Initial brand. Established in 2017 through a partnership between Pest Control India and Rentokil, the company functions in over 300 locations nationwide, driving excellence in customer service. It emphasizes adopting best practices, innovative methods, and digital technologies to lead the industry. The recent acquisition of HiCare in 2024 has further broadened its market reach and service offerings.

Role Overview

The Customer Experience Executive is entrusted with improving client retention by managing renewals, executing price adjustments, up-selling additional services, and handling complaint resolution for commercial clients. The role requires collaboration across various internal departments and coordination with external partners to ensure seamless service delivery and customer satisfaction.

Key Responsibilities

• Enhance customer retention through maximizing contract renewals, implementing justified price increases, and identifying opportunities for upselling.
• Adhere to the Advance Renewal process utilizing the Renewal Portal for timely quotation submissions and effective execution of approved pricing adjustments.
• Manage complaints by accurately documenting issues via the Complaint QR system and ensuring timely resolution within established turnaround times.
• Identify accounts at risk, analyze possibilities for re-engagement, and partner with branch teams to apply retention strategies effectively.
• Analyze customer data to offer actionable recommendations aimed at improving service quality, customer satisfaction, and overall customer experience.
• Conduct periodic account reviews while enforcing company policy on terminating accounts that are not renewed.
• Maintain consistent customer interaction through service quality surveys and account reviews to boost satisfaction and loyalty.
• Serve as the main point of contact between customers and operations to guarantee smooth service and resolve issues promptly.
• Drive lead generation and capitalize on cross-selling and upselling by engaging customers regularly.
• Support efforts to reduce outstanding payments by ensuring timely follow-ups and facilitating collection processes.
• Monitor and enhance Customer Voice Count (CVC) through frequent customer satisfaction assessments and quality feedback collection.

Competencies and Skills Required

• Strong customer orientation and relationship-building capability.
• Excellent verbal and written communication skills.
• Effective negotiation and influence tactics.
• Expertise in managing service quality.
• Commercial awareness and business acumen.
• Sharp problem-solving skills with a strategic approach to planning and execution.
• Ability to collaborate across departments and show accountability and ownership of responsibilities.
• Proficiency in managing and analyzing customer data.

Educational Requirements

A Bachelor's degree in any discipline is required to qualify for this role.

Company Values and Benefits

RPCI embraces core values such as Service, Relationships, Teamwork, and Responsibility, emphasizing the crucial role of its people in driving the company’s success. They are committed to fostering a diverse, inclusive workplace welcoming candidates from all backgrounds.