Customer Experience and Support - Mumbai

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 incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

● Create PowerPoint presentations/review on weekly, monthly basis; debrief echelon Team & superiors to analyze target areas. 

Requirements:

Stakeholder Management:

● To collaborate with departments to address issues, ensure resolutions are effectively implemented, and provide complaint data reports as required.

● Engaging with stakeholders across different departments to gather requirements, communicate progress, and ensure buy-in for process changes

Project Management Skills:

● Ability to manage projects from initiation to completion, including planning, execution, and monitoring.

● Understanding of business operations and the ability to identify opportunities for process improvement that align with strategic goals

● Conduct Project Team meetings and situational analysis regularly to ensure project health and clear communication to all sponsors and stakeholders

● Work on projects with leaders in Continuous Improvement to define scope, map project milestones, track progress and escalate issues

MIS/System

● Tracks key performance metrics to measure success

● Metrics Maintenance of client, reports preparation, processing documentation, Log maintenance of customer service and safety records.

● Develop and manage MIS reports to support decision-making processes.

● Ensure data accuracy and consistency across all reporting platforms.

● Collaborate with various departments to understand their reporting needs.

● Implement system improvements for better data management and reporting.

Excellent Communication:

● Demonstrated active listening, verbal and written communication skills with the ability to communicate to internal and external audiences

● Strong organizational, communication/presentation, planning, and analytical skills

● Proven ability to communicate effectively and forge successful relationships with both business stakeholders and teams.

Key Result Areas:

● Process Excellence

● Customer Success

● Advance Excel

● Data Analysis

● Report Generation

● Project Management

● Cross functional Collaboration

● MIS/System

● Excellent Communication

● Process Assessment & Documentation

● Process Mapping & Visualization

● Process Improvement, Mining & Optimization

Educational Qualification / Other Requirement:

● Post Graduate/Masters ,preferable with Business Management/Administration Degree

● Experience of a minimum of 2 years in Advance Excel/Google sheets, Data Analysis,Database Management & Report Generation

Benefits:

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.