Customer Care Development Executive

We offer an opportunity to join our CUSTOMER CARE team at Philip Morris Ltd.

The selected person is an important part of the day-to-day management of our service center which supports our customers in all stages of solutions in our products, execution of business plans, building call scripts for the various activities, monitoring, and checking about the activities of the representatives, partner in defining a strategy to support our customers, supplier management and service providers and implementation of cross-organizational projects.

The selected candidate will report to the Customer Care Manager.

Main responsibilities:

• Implementation of business plans in the customer service center channel
• Bringing new initiatives and solutions to tackle real business challenges
• CRM – back-end and content management
• Develop and implement CSC solutions
• Collaborate with different suppliers daily
• Optimize the consumer experience, including customer journey building and
• Monitoring, design and implement the CSC scripts and talking points
• Formalizing and optimizing core messages and communication channels
• Manage different service channels and service teams
• Providing guidance and trainings to 3rd party business partners
• Monitoring the CSC activities, having weekly calls, reaching the KPI's and SLA's
  
  

• College/ University degree or BA
• Experience in managing a customer service center
• Strong knowledge of all office software (Excel, PP, Word)
• Fluency in written and spoken English
• Technical experience – an advantage
• Customer Excellence experience – an advantage
• Salesforce experience – an advantage
• Proven experience working with SAP – an advantage