Customer Experience Executive (B2B) - Bangalore East

About Rentokil PCIRentokil 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.comAbout 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.RequirementsJob 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 FollowupsCompetencies (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/AnalysisEducational Qualification / Other Requirement:● Any Bachelor’s degreeRole Type / Key working relationships:● Individual Contributor● Internal team● External stakeholdersBenefitsWhat 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● ResponsibilityDEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

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:

● Any Bachelor’s degree

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.

Rentokil Initial provides services that protect people and enhance lives.We protect people from the dangers of pest-borne disease and the risks of poor hygiene. We enhance lives with services that protect the health and wellbeing of people, and the reputation of our customers’ brands.We are always looking for hardworking, energetic and enthusiastic individuals to join our business. We're a very welcoming company, many of our colleagues see each other as their family!Our main brands are Rentokil, Initial and Ambius who provide services including pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry.We have over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World, Asia and the Pacific.Our main drive is to offer outstanding and consistent customer service, to support our colleagues and promote colleagues from within, all whilst making sure we have the best health and safety standards possible - we want everyone to get home safely.Does this sound like the company for you? Have a look at our vacancies below!

Rentokil Initial provides services that protect people and enhance lives.

We protect people from the dangers of pest-borne disease and the risks of poor hygiene. We enhance lives with services that protect the health and wellbeing of people, and the reputation of our customers’ brands.

We are always looking for hardworking, energetic and enthusiastic individuals to join our business. We're a very welcoming company, many of our colleagues see each other as their family!

Our main brands are Rentokil, Initial and Ambius who provide services including pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry.

We have over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World, Asia and the Pacific.

Our main drive is to offer outstanding and consistent customer service, to support our colleagues and promote colleagues from within, all whilst making sure we have the best health and safety standards possible - we want everyone to get home safely.

Does this sound like the company for you? Have a look at our vacancies below!