Taguig City, Philippines





Job ID


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. Sales and Marketing at PMI feels like building a new business – but with the accumulated expertise of a global brand behind you. Bring us your curiosity and capacity to engage people and you can be part of the digital, onmi-channel team that’s driving our huge commercial transformation. If you’re a forecaster and forward-thinker, you can make a huge impact, creating sales strategies across all markets. But, here, your innovation will do more than just improving sales. You’re not persuading someone to savings account or try a new drinks brand. You’re potentially changing the lives of a billion smokers by helping them switch to a better alternative to smoking. Take part in endless experiences and apply as a Customer Care Supervisor Your ‘day to day’ PMFTC is seeking talented individuals to join our Commercial – Digital Trade Engagement (DTE) team at our head office in BGC. You will be responsible for Customer Care support processes in ensuring full end-to-end positive user experience; by developing and maintaining back office support representatives and delivering key insights and customer feedback to DTE Channel Execution Team. You will ensure consistent and optimal customer support to internal digital engagement platforms (i.e. Appwards) retailers and Field Sales Force (FSF) while adhering to specific requirements set by relevant PMI functions. Your day to day tasks are the following: - Leads / supervises the Customer Care service provider in ensuring full end-to-end Appwards user support, including but not limited to: incidence handling & basic troubleshooting, proper issues escalation, task verification, points balance check, email / SMS / call inquiries, inactivity follow-up and task re-publishing. - Leads / supervises Customer Care business reviews and weekly quality calibrations, to ensure guidelines are implemented consistently and efficiently, and KPIs are met. - Develop and deliver tailored training materials for Appwards Customer Service Representatives (CSR) based from the content calendar and project briefs; and ensure consistent and optimal customer support to Appwards retailers and FSF while adhering to specific requirements. - Support that key Appwards initiatives and communication messages are effectively delivered by providing the right tools / instructions to CSR’s; and to ensure interaction with customers are always professional and comply with PMI policies, procedures, and regulatory/legal requirements - Analyzes key customer feedback and learnings to continuously improve Appwards user experience; which may influence content planning and innovation roadmap for Digital Trade Engagement. - Develop Appwards CSR incentive schemes and promotions; utilizing such to drive key business objectives. Who we’re looking for You have a college degree; with at least 8 years experience in customer care and service, has lead a project/ process improvement and or development programs in relation to delivering excellent customer service/care experience, and has experienced leading a team. FMCG / General Trade customer experience exposure is an advantage. You must be amenable to be assigned in the main office, The Finance Center, BGC Taguig City, with Mondays to Fridays, 8:30 am to 5:30 pm shift. 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.