Call Center Executive

Call Center Executive 

(1 year temporary contract with Lugera & Makler for Philip Morris Trading SRL)

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

Introducing smoke-free products shifts the focus of our entire business. We’re fast moving from a B2B to a B2C model – and our newly created Customer Centric Organisation (CCO) team is driving that commercial transformation. Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products.

We’re looking for customer-centric people with strong B2C experience to play a part in this major marketing transformation. If you have omni-channel skills in e-commerce, marketing, channel strategy, customer experience or digital strategy, it’s a career-changing opportunity to shape a new global function and help create a smoke-free future.

Requirements:

• Customer focus and understanding;
• Excellent analytical skills, ability to turn numbers into actionable insights;
• Quick grasp of issues and Problem solving skills;
• Proven record of driving simplified, effective solutions – Lean or similar expertise;
• Good commercial acumen with ability to build rapport with internal and external business partners;

• Integrity and trust;
• Involvement and proactivity;
• Good commercial acumen with ability to build rapport with internal and external business partners;
• Advanced ability to write and edit content for consumer interactions & excellent proofreading skills;
• Involvement, proactivity and continuous improvement mentality;

Responsibilities:

• Develop and propose objectives for the call center’s expected performance;

• Evaluate Call Center performance with key metrics (SLA, AHT, QA scores, call-waiting time etc.) and together with Customer Care management team engage BPO’s relevant stakeholders to changing the Services Levels in a manner which incorporates continuous achievement of the improvement;

• Responsible for the capacity planning and monitoring resource usage to maximize the productivity of CSC agents;

• Collect and analyze call-center statistics (types of inquiries reaching CSC, recurrent pain points, customer service metrics etc.) in order to address them and redesign call center’s processes and procedures whenever necessary;

• Prepare reports to share insights coming from interactions via Call Center and follow-up with different departments in order to enhance consumers’ experience, retention, bond and advocacy;

• Constantly engaged in delivering call center operational excellence (.: targeting to provide first call resolution to most of the CSC interactions, reduce response time for escalations, reduce on hold time during incoming calls, minimize time to callback missed calls received outside working hours or abandoned during working hours);

• Coordinate new product launches (devices and consumables) for customer care stream;

• Contribute to budgeting and tracking expenses for Call Center in order to maintain total cost at the yearly budget or latest RF;

• Provide support for implementation and development of different tools used by Call Center and Customer Care (. CTI, CRM, escalation tool, Chatbot etc.);

Other info:

• 1 year temporary contract with Lugera & Makler working for Philip Morris Trading SRL;

• Location: University Square;

• From Monday to Friday, from 9:00 to 18:00;

What we offer

Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.

• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.

• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.

• Take pride in delivering our promise to society: to improve the lives of a billion smokers.