Customer Service Specialist at Philip Morris International

Job Description

• As a Customer Service Center Specialist, you will play a pivotal role in developing and implementing powerful customer care concepts, strategies, and service catalogues. Your cross-industry expertise will help us set new standards for customer service excellence.

Your day to day

• Innovative Strategy Development: Drive the creation of a dynamic Customer Care strategy that aligns with our innovative product commercialization and long-term goals. Your insights will be crucial in shaping a future-focused customer experience.
• Empowerment and Mentorship: Lead the implementation of PMI’s Customer Care training framework. Through coaching and mentoring, you'll empower our team to deliver unparalleled service.
• Global and Local Impact: Spearhead the deployment of global service strategies and tailor them to local needs. Present forward-thinking service concepts and strategies to Senior Management, drawing from global best practices and local customer insights.
• Pioneering Service Offerings: Collaborate across functions and with service partners to introduce groundbreaking service offerings. Identify and capitalize on service improvement opportunities, ensuring our processes are always evolving.
• Vendor Excellence: Oversee vendor relationships, ensuring top-notch service delivery while maintaining cost-effectiveness. Your leadership will ensure we consistently exceed customer expectations.
• Knowledge Leadership: Keep all toolkits, content, and training materials up to date. Establish a comprehensive training framework to continually upskill our partners.
• Comprehensive Reporting: Develop a robust reporting framework that includes key metrics, documentation, and processes. Your work will ensure transparency and continuous improvement.
• Strategic Market Support: Lead quarterly Service Review Meetings to provide a clear and current view of PMI services in the market, ensuring alignment with our strategic objectives.
• Collaborative Commercialisation: Partner with all market functions to craft a commercialization support strategy, business development plan, and service roadmap. Your collaboration will drive our market success.
• Seamless Communication: Foster an environment of clear communication between service organizations and collaborators, enhancing our service offerings and processes.
• Adaptability and Innovation: Embrace change and ambiguity, using them as opportunities to innovate and lead our customer service initiatives.

Who we are looking for

• Matric qualification is required; a relevant university degree is a plus.
• Extensive experience in customer care and service operations within a call centre environment is non-negotiable, especially in fast-paced markets.
• Proven leadership in customer service roles, with a strong foundation in management training.
• Background in cross-functional roles, including supply chain, COD, and operations, is preferred.
• Expertise with CRM systems, customer retention programs, complaints management, and Customer Care Operations in the consumer electronics/FMCG sectors.
• Exceptional analytical and problem-solving skills, with a knack for deriving actionable insights from customer feedback.
• Outstanding interpersonal, written, and verbal communication skills.
• Experience in mediation and conflict resolution.