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…