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 needsometimes over 30 minuteswithout 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.
Requirements
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 volumesranging from 10 to 100+ daily interactionswhile 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.
Benefits
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)
