Customer Experience Executive

7 days ago

Mumbai Maharashtra, India Rentokil Initial Full time

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.

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.

**Requirements**:
Key Result Areas:

- Customer Issue Resolution
- Trend Analysis
- Operational Efficiency
- Client Engagement & Support
- Service Coordination & Delivery

Educational Qualification / Other Requirement:

- Any Graduate (Any stream)
- Experience of a minimum of 2 years in Customer complaint Management, Client Management.

Role Type / Key working relationships:

- Individual Contributor
- Internal team
- External stakeholders

**Benefits**

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

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