Product Care Support Executive

Business To Consumer Support

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

Are you inquisitive and self-driven? Will you make a difference to our Company and colleagues around you? If yes, then we’d like to hear from you! We are looking for passionate individuals who yearn for challenges and international work environments.

Responsibilities:

• Contribute to Product Care projects development and deployment, based on a deep understanding of the target audience, targeted channels and programs with the main purpose to ensure an enhanced interaction between customers & product: replacement strategy, consumer & 3rd party education, product (device and Heets) issues & solutions etc;

• Implement the development of distinctive loyalty and retention programs/projects that ensure high customer satisfaction as well as minimize losses (money back/replacements) so as to ensure the same consumer experience
• Suggest and inform the team on any matters relating to improve customer satisfaction with all Customer Care processes; Instant follow up on critical complaints which require special handling;
• Ensure alignment, effective collaboration and knowledge sharing with internal & external stakeholders;
• Ensure all Customer Care and Product Care activities are in line with deployment plans, using the resource in the most efficient way;
• Deployment of the global Standard Operation Procedures considering market rules
• Provide compliance with PMI principles and practices and local legislation in all business related activities.
• Ensure flawless implementation and consistent follow-up of any newly identified replacement channels, with a continuous improvement mentality and with the main objective of making memorable the consumer experience;
• Assist 3rd party service suppliers in case they need additional support so to ensure that they deliver expected business results;

• Draw up monthly reports and activities necessary in order to reconcile costs with suppliers
• Transform data into insights analyzing Product Care data and derive the needed actions

Qualifications:

• 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;
• Fluent in English and Romanian, both oral and written.