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 strong 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 Coordination & Delivery

Competencies (Skills essential to the role):

- Effective communication skills
- Accountability
- Self-motivated
- Collaboration
- Organised
- Problem-solving skills

Educational Qualification / Other Requirement:

- Graduation
- Languages: Local Language and English
- 0 - 1 years of customer handling experience (B2B/B2C)

Role Type / Key working relationships:

- Individual Contributor
- Internal team
- External stakeholders

Advantages

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:
- Safety
- Integrity
- Innovation
- Learning & Development
- Open & Transparent
- Performance Orientation

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

📌 Customer Experience Executive - Central Delhi (India)
🏢 Rentokil Initial
📍 India