About the Role:
- The Junior Executive / Executive / Senior Executive will be responsible for managing end-to-end complaint resolution and service delivery coordination for NKA accounts, enhancing customer experience and supporting operational efficiency.
- The incumbent will report to the Manager. 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:
- Support Manager Operations in building an end-to-end system for complaint management and timely SOS follow-ups for NKA accounts
- Collate, analyse, and report complaint data across NKA customers; share insights with Manager
- Enhance customer experience and retention through structured feedback and resolution mechanisms
- Coordinate with branches and NKA teams to ensure service planning, scheduling, and timely delivery as per contract
- Monitor SOS, TAT, and complaint resolution steps; analyse trends and present action plans regularly
- Execute additional tasks and projects as assigned from time to time

Key Result Areas:




- Complaint Management System
- Customer Experience Enhancement
- Service Delivery Coordination
- Data Analysis & Reporting
- SOS & TAT Monitoring

Requirements:
Competencies (Skills essential to the role):
- Robust communication skills - verbal, written, and fluent in English; local languages preferred
- Proficient in Google Suite / MS Office
- Analytical skills
- Cross-functional collaboration
- Agile
- Time Management

Educational Qualification / Other Requirement:
- Bachelor’s degree
- Minimum 2 to 5 years of experience in Service & Operations
- Familiarity with branch functioning, iCABs systems, and complaint management handling
- Knowledge of service delivery, follow-up, and SOS processes
- Basic pest management knowledge and experience in customer-facing complaint resolution
- Willingness to travel as per business needs

Role Type / Key working relationships:
- Individual Con

📌 Executive Operations Capability (India)
🏢 Rentokil
📍 India