Petaling Jaya, Malaysia





Job ID


At PMI, we have 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. We are committed to inclusion & diversity and is proud to be an equal opportunity employer. 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. We are looking for a best-in-class talent to lead the day-to-day operations of the call center and delivery of positive customer experience. This is an opportunity to manage the operations including services, sales, 3rd party platforms, digital channels, NPS and driving customer advocacy. You will act as a liaison between internal stakeholder, customers and outsourced call center to ensure consistent, complying and optimal customer support. Key responsibilities: • Lead the daily operations of the call center and 3rd party platforms to ensure end-to-end support including and not limited to: enquiries, support for programs and build awareness, address experience gaps and opportunities. • Deliver customer-centric handholding to enable seamless experience and achieve brand, consumer experience (NPS) and commercial targets. • Support and drive retention and acquisition programs. Drive cross/up-selling opportunities with personalized and tailored offers. • Support the development of digital channels and drive traffic to digital channels. • Drive customer centricity and NPS within customer care and partners ensuring the teams are equipped with right capability and tools. Essential Skills and competencies: • At least 10 years relevant experience in call center management. Proven experience as call center manager or similar position • Experience in customer service is required. Proven knowledge of performance evaluation and customer service metrics required. • Good listening skills and able to articulate ideas and thoughts in the impactful way to deliver results. • Proven leadership skills, ambitious self-starter who possesses exceptional time management skills, has great attention to detail and business acumen. • Ability to prioritize, manage multiple projects, conflict-resolution skills and adhere to business-critical deadlines. • Demonstrates the ability to work sensitively, and effectively, within and across diverse teams. • Demonstrates authentic ambition, sense of urgency, agility and tenacity and a genuine commitment to revolutionizing the industry. • Excellent written and verbal communication skills. • Degree in Bachelor in Business, Economics, Marketing or equivalent.