Supervisor Customer Service Center
Aspropyrgos, Greece
πριν από 2 μέρες

We are at the forefront of a revolution in the tobacco industry; IQOS and our Reduced Risk Products (RRPs) change everything.

Developing customer services and operating direct Business-to-Customer (B2C) channels plays a key role in the commercialization of our RRPs in all our launch markets.

We are passionate to serve all our external and internal customers worldwide, committed to provide them with the best solution for their needs.

In order to constantly improve, we are building a strong team of experts to listen and understand what our customers’ need are and to develop the right services along the whole customer journey, adapting them to local requirements, supporting markets with the roll-

out and continuously improve them.

We're looking for exceptional candidates to join our Customer Care team within Philip Morris International in Athens.

If you possess intellectual curiosity, great problem-solving skills, and an unwavering belief in customer service that fosters exceptional IQOS user experience then you are the ideal candidate for the job.

In this position you will support in managing the global partners to the agreed operational and contractual KPIs and SLA's across all service channels including phone, email, messaging, social and live chat.

You will assist and help the implementation of PMI and CSC best practices operational processes across all markets served by BPO to ensure a consistent operational approach.

This will include performance management, escalation management and continuous operational improvements to drive overall performance and BPOs management.

In the absence of the Manager, you will be the operational interface for local affiliates (markets).

For low volume markets you will also be the point of contact for escalated topics and will propose to the CSC Manager solutions along with proactive actions for future improvements / optimization.

You will attend all required governance among BPO-Markets-COC and will maintain and distribute actions logs and minutes from these meetings.

Your responsibilities will include :

  • Support the Manager, Customer Service Center in managing global partners' and ensure the contractual operational KPIs and SLA's for all required markets and Vendor's sites
  • Assist the Manager, Customer Service Center on developing performance and continuous improvement plans and strategy to enhance operational optimization
  • Ensure that processes implemented are consistent (excepting legal and cultural requirements) across all affiliates served out of the global partner's sites always in line with the directions from PMI OC
  • Support the Manager, Customer Service Center to ensure that escalation management processes is in place and all governance actions are followed by all stakeholders
  • Support the Manager, Customer Service Center in every activity for CSC engagement across sites.
  • Assist also on communicating all these activities properly to all served markets providing the respective visibility

  • Assist the Manager, Customer Service Center in developing operational opportunities for service innovation (e.g.
  • new channels / Automation) About you :

  • Experience in contact center operational management, either in-house or outsourced
  • Experience in both inbound and outbound multi-channel delivery including inbound customer service and sales
  • Efficiency :
  • Action Oriented, Planning, Priority Setting, Problem Solving, Process Management, Standing Alone

  • Entrepreneurial Spirit :
  • Learning on the Fly, Organizational Agility, Drive for results

  • Clear and Constructive Communication :
  • Customer Focus, Directing others, Integrity and Trust, Peer Relationships

  • Emotional Intelligence :
  • Comfort Around Higher Management, Composure, Interpersonal Savvy, Listening, Motivating Others, Self-Knowledge

  • Courage :
  • Managerial Courage Philip Morris International :

    Building a Smoke-Free FuturePhilip Morris International (PMI) is leading a transformation in the tobacco industry to create a smoke-

    free future and ultimately replace cigarettes with smoke-free products to the benefit of adults who would otherwise continue to smoke, society, the company and its shareholders.

    PMI is a leading international tobacco company engaged in the manufacture and sale of cigarettes, smoke-free products and associated electronic devices and accessories, and other nicotine-

    containing products in markets outside the U.S.

    PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke.

    Through multidisciplinary capabilities in product development, state-of-the-art facilities and scientific substantiation, PMI aims to ensure that its smoke-

    free products meet adult consumer preferences and rigorous regulatory requirements.

    PMI's smoke-free IQOS product portfolio includes heated tobacco and nicotine-containing vapor products.

    As of Dec.

    31, 2018, PMI estimates that approximately 6.6 million adult smokers around the world have already stopped smoking and switched to PMI’s heated tobacco product, which is currently available for sale in 44 markets in key cities or nationwide under the IQOS brand.

    For more information, see our PMI and PMIScience websites.

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