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

Requirements

Educational Qualification / Other Requirement:

• Any Bachelor’s degree

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.