Assistant Manager Customer Experience - Central Delhi

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 new standards for customer service having operations across 300 locations in India. 

For more details: https://www.rentokil-pestcontrolindia.com

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

Deliver Budgeted Profit 

● Achieve budgeted customer retention, on-time renewal and price Increases for Residential and Commercial customers 

● Identifying Renewal Challenges for CCEs/CDEs/CSEs and guiding them with solutions to improve customer renewal. 

● Usage of Renewal Portal in Totality & Driving Advance Renewal Process 

Deliver Budgeted Revenue Growth 

● Branch CCE 

● Generate referral leads from existing customers 

● Revenue generation through referral leads and lost customers as per the target set Deliver outstanding customer care by delivering outstanding customer experience

● Work with branches to implement a ‘complaint management’ process 

Build Teamwork and Engagement 

● Embed new colleague model 

● Ensure Customer Care colleague retention as per the target set 

● As a part of the Talent process rollout, Identify the Top potential resources, Coach and Develop them 

● Work on a Career path working closely with the region 

● Introduce U+ training to CCE to enhance their Pest knowledge

Key Result Areas

● Deliver Budgeted Profit through Price Increase 

● Achieve Residential on time Renewal to 50% and Commercial Renewals to 80% ● Lead/Enquiry conversion 

● Upselling revenue 

● Customer retention 

Competencies (Skills essential to the role)

Coach & Develop 

● As a part of the Talent process rollout, identify the successors and work with them to get to the next level. Create high-level transparency and visibility with clear timelines Deliver Results 

● The current challenge is on the discipline in the renewal process in many branches. Would set up the process discipline working closely with the branches which would support in the improvement of renewals 

Leadership 

● Implementing Customer Care structure and making the team accountable, working with the branches to enhance the Ontime renewals and also achieve the desired Price increase by which the required support of Revenue growth is achieved. 

The rest of this description is on the employer’s own page.