About the Role
:● The Executive - Customer Experience is responsible for client retention, renewals & price increase, up-selling and Compliant Management related to commercial clients.
● 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:
● 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.
Key Result Areas:
● Customer Contact Management
● Customer Satisfaction
● End to End Renewal Management
● Effective Followups
Competencies (Skills essential to the role):
● 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
Educational Qualification / Other Requirement:
● Any Bachelor’s degree
Role Type / Key working relationships:
● Individual Contributor
● Internal team
● External stakeholders
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:
● Service
● Relationships
● Teamwork
● Responsibility
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
Customer Experience Executive (B2B) - Bangalore North • Bengaluru, Karnataka, India
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