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 current 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.

📌 Customer Experience Executive - Guwahati
🏢 Rentokil Initial
📍 Guwahati