Customer Excellence Executive

Rentokil Initial is one of the largest business services company with more than 68,500 colleagues worldwide and operates in over 90 countries. The company relies on the commitment, ability and teamwork amongst colleagues to deliver the services and delight customers. We are the market leader in both pest control and hygiene solution industries for more than 50 years in Malaysia. As our presence in 11 major cities nationwide expands, we invite suitably qualified and highly dynamic colleagues to passionately grow with us.

Are you a problem-solver with a passion for people?

We are looking for a motivated and dynamic Customer Excellence Executive, you are the voice of Rentokil Initial. You won’t just be answering phones; you’ll be building relationships, ensuring our customers receive world-class pest control and hygiene solutions, and supporting our field teams to deliver excellence.

In this role you will be responsible for:

• Maintain meaningful engagement with customers through regular inquiries, account reviews and achieve customer satisfaction
• Demonstrate a strong partnership with customers by ensuring our service & solutions align with their needs
• Identify the customer's specific challenges and provide effective solutions
• Drive first contact resolution and resolve customer inquiries efficiently 
• Escalate and follow up on unresolved issues with relevant departments and acting as the liaison until the case is closed
• Ensure all customer data, feedback, and interaction logs are updated accurately in the system
• Able to categorise feedback and identify customer sentiments (NPS, CSAT, CES, Key Drivers, Churn Patterns) with areas for improvement
• Maintain and support customer growth, retention & pricing to contribute customer loyalty and company revenue
• Assist in ad-hoc functions, assignments, and related duties as and when required

The ideal candidate will possess:

• Basic experience in Customer Service/Customer Relations/Call Center or Telemarketing
• Bachelor’s degree in Communication, Public Relations or related fields
• Strong communication and interpersonal skills (written, oral and effectively bilingual-Bahasa Malaysia & English)
• Maintain a positive, empathetic and professional attitude towards customer
• Possess initiative and the ability to work independently with minimum supervision
• Ability to work in a matrix environment and able to handle pressure without letting it distract from the quality of work
• Passionate at work and takes pride in what he/she does with pleasant personality
• Good working knowledge in Genesys or related Customer Relationship Management system, Google Workspaces & MS Office (Word, Excel, PowerPoint)
• Normal working hours
• Permanent employment

Highly Desirable:

• Excellent customer service via phone & negotiation skills
• Versatility to build rapport with people at all levels
• Multi-lingual in both verbal and written English and Bahasa Malaysia, able to converse in decent clear communication. Ability to converse in other local dialects will be an added advantage
• Good sense of humour and passionate about work and takes pride in what he/she does.

Rentokil Initial (M) Sdn. Bhd.,

Unit 8-1, Level 8, Tower 8, UOA Business Park,

No. 1, Jalan Pengaturcara U1/51A, Seksyen U1, 40150 Shah Alam, Selangor Darul Ehsan

(connected to Subang LRT station)