About Rentokil PCI
Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set recent standards for customer service having operations across 300 locations in India.
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About the Role:
The Executive - Customer Experience is responsible for resolving issues, keeping customers updated, analysing trends, supporting clients, managing service schedules, maintaining records, and tracking performance metrics.
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:
To collaborate with departments to address issues, ensure resolutions are effectively implemented, and provide complaint data reports as required.
Keeps customers informed about the progress of their complaints and provides timely answers and solutions.
Analyzes complaint trends to identify areas for improvement.
Provide ongoing support to clients.
Track and monitor client engagement while offering updates and actionable recommendations.
Addresses and resolves client inquiries, concerns, and feedback.
Tracks service plans and delivery schedules for top clients. Shares weekly, fortnightly, and monthly updates with clients to ensure transparency and alignment.
Maintains accurate and up-to-date client records, demonstrates a solid understanding of industry best practices for service delivery schedules, and efficiently manages operations to adapt to evolving requirements and customer needs by reorganizing processes as necessary.
Tracks key performance metrics to measure success.
Key Result Areas:
Customer Issue Resolution
Trend Analysis
Operational Efficiency
Client Engagement & Support
Service Coordi