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