Customer Experience Lead (HK, Macau & SG) - Subang at Rentokil Initial Group

Shah Alam, Selangor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Verbal Interaction, Customer Insights, Active Listening, Rapport Building, Note Taking, Typing Speed, Issue Reporting, Confidentiality, High EQ, Ownership Mentality, Linguistic Versatility, Operational Agility

Industry

Environmental Services

Description

Rentokil Initial is a global leader in Pest Control and Hygiene services, operating across 90 countries with 68,500 colleagues in Europe, the Americas, Asia & MENAT, Pacific and Africa. We provide services around the world that Protect People, Enhance Lives and Preserve our Planet. Are you passionate about delivering best in class customer experiences? We have an exciting opportunity for a Customer Experience Lead to join our Regional Asia Team. Reporting to the Asia Sales & Marketing Director, you will play a key role as an independent, inquisitive intelligence operative who extracts actionable customer insights through high-impact verbal interaction, replacing traditional, low-yield survey methods. Based in our Malaysia office, you will specifically reach out to customers across Hong Kong, Macau and Singapore. This is a great role for someone with an inquisitive nature, a good listener with customer first mindset and have great sense of humour who can build rapport quickly and diffuse tension. What You’ll Be Doing: Call Customers for Feedback: Call people who have stopped using our services or turned down a quote to find out the real reason why. Get the "Real" Story: Move past simple "tick-box" answers to get the honest, sometimes "brutal" truth that customers usually don't share. Be a Great Listener: Let customers talk for as long as they need—sometimes over 30 minutes—without rushing them. Take Fast Notes: Type quickly while the customer is talking so you don't miss any "golden nuggets" of information. Report Problems Fast: If a customer has an urgent issue, make sure the right person in the company knows about it immediately so they can fix it. Keep it Private: Make sure customers feel safe to speak openly by promising that their names won't be used in the wrong way. What We’re Looking For: We are seeking for a Bachelor’s degree holder, who have experience in: Customer-Facing Background: Proven track record in roles requiring direct, high-stakes customer interaction. Independent Operative: Experience in roles where they are perceived as neutral or separate from day-to-day operations to maximize contact honesty. Linguistic Versatility: Fluency in English, Malay, and Cantonese is essential. The ideal candidate must have: High EQ & Active Listening: Must possess a natural gift for getting people to talk and the empathy to listen without "an axe to grind". Operational Agility: Ability to manage fluid call volumes—ranging from 10 to 100+ daily interactions—while allowing high-value conversations to exceed 30 minutes if necessary. Fast-Paced Documentation: Exceptional typing speed and note-taking abilities to ensure no intelligence is lost during the "flow" of conversation. Ownership Mentality: A willingness to take full accountability for issues raised during calls until they are resolved. What’s in it for me? We offer a competitive package designed to support your wellbeing and career growth: Attractive remuneration Comprehensive Insurance Plans (Surgical & Hospitalization, Term Life and Personal Accident) Outpatient & Specialist Coverage Dental & Optical Coverage Additional Retirement benefits Training & Development Employee Purchase Plans Ready to drive customer excellence across Hong Kong, Macau, and Singapore? Take the next step in your career and APPLY TODAY! Equal Opportunities Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential. Office location: 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)

Responsibilities

The Lead will contact former customers or those who declined quotes to gather honest, in-depth feedback, moving beyond superficial survey responses to uncover the real reasons for churn or lost business. This involves active listening during long conversations and rapidly documenting critical intelligence while ensuring urgent customer issues are immediately escalated for resolution.