About the Role:
● The Junior Executive / Executive / Senior Executive will be responsible for managing end-to-end complaint resolution and service delivery coordination for NKA accounts, enhancing customer experience and supporting operational efficiency.
● The incumbent will report to the Manager. 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:
● Support Manager Operations in building an end-to-end system for complaint management and timely SOS follow-ups for NKA accounts
● Collate, analyse, and report complaint data across NKA customers; share insights with Manager
● Enhance customer experience and retention through structured feedback and resolution mechanisms
● Coordinate with branches and NKA teams to ensure service planning, scheduling, and timely delivery as per contract
● Monitor SOS, TAT, and complaint resolution steps; analyse trends and present action plans regularly
● Execute additional tasks and projects as assigned from time to time
Key Result Areas:
● Complaint Management System
● Customer Experience Enhancement
● Service Delivery Coordination
● Data Analysis & Reporting
● SOS & TAT Monitoring
Requirements
Competencies (Skills essential to the role):
● Strong communication skills – verbal, written, and fluent in English; local languages preferred
● Proficient in Google Suite / MS Office
● Analytical skills
● Cross-functional collaboration
● Agile
● Time Management
Educational Qualification / Other Requirement:
● Bachelor’s degree
● Minimum 2 to 5 years of experience in Service & Operations
● Familiarity with branch functioning, iCABs systems, and complaint management handling
● Knowledge of service delivery, follow-up, and SOS processes
● Basic pest management knowledge and experience in customer-facing complaint resolution
● Willingness to travel as per business needs
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:
● Service
● Relationships
● Teamwork
● Responsibility
Rentokil Initial provides services that protect people and enhance lives.We protect people from the dangers of pest-borne disease and the risks of poor hygiene. We enhance lives with services that protect the health and wellbeing of people, and the reputation of our customers’ brands.We are always looking for hardworking, energetic and enthusiastic individuals to join our business. We're a very welcoming company, many of our colleagues see each other as their family!Our main brands are Rentokil, Initial and Ambius who provide services including pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry.We have over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World, Asia and the Pacific.Our main drive is to offer outstanding and consistent customer service, to support our colleagues and promote colleagues from within, all whilst making sure we have the best health and safety standards possible - we want everyone to get home safely.Does this sound like the company for you? Have a look at our vacancies below!
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