Customer Experience Executive - Guwahati
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
Educational Qualification / Other Requirement:
● Any Bachelor’s degree
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.
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