Opportunity brief
Rentokil Initial is hiring for the role of Customer Experience Executive (B2B) - Bangalore North!
Responsibilities of the Candidate:
- 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.
Requirements:
- Any Bachelor's degree
- 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