Petaling Jaya, Malaysia





Job ID


RISE TO THE CHALLENGE 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. Your “day to day” As part of the Customer Care team, the B2B Customer Care Executive is responsible to manage operations of call center and ensure the onboarding of partners and retailers through proper resource planning and strategies to deliver exceptional customer service. At the same time, ensure all programs and initiative are properly executed and tracked. The role also focuses on sales through service via inbound and outbound to cross-sell and upsell. You will also be responsible to: • Supervise, plan, organize, direct and support General Trade (GT Retailer) for the following program roll-out by supporting their on-boarding, deployment, and follow-up support as needed: - Prepare, review, and analyze reports and data to recommend & implement tactical procedures to improve service efficiencies & enhancements - All these reports need to be documented in a timely manner according to datelines • Provide outstanding assistance to support E-ordering programs and prepare training materials, documentation and Standard Operating Procedure to meet team needs. • Maintain a repository of talking points, processes, program briefs and exceptional approval for internal reference and audit purposes. • Ensure that all policies and practices are in line with Global policies. • Continuous support and working closely with relevant stakeholders for E-ordering through Telesales support by supporting our retailers by placing order via call: - Manage customer expectations and advice accordingly based on customer's needs; - Focus on acquisition and existing customers via inbound/outbound calls to increase sales volume. • Provide and support constructive collaboration among project team members and internal stakeholders. • Ensure all orders via relevant channel that supports B2B are processed accordingly via proper tracking solution. Who we are looking for • Minimum 3-5 years of professional experience in customer service centre management, with at least 1 year of experience in a supervisory role. • A systematic and logical approach to problem solving and a capacity to work around problems. Ability to adapt and respond quickly to a fast changing environment. • Demonstrates the ability to work sensitively, and effectively, within and across diverse teams. • Possess positive attitude and the ability to build relationships with clients. • Strong analytical and reporting skills. • Computer savvy especially in MS Office. Experience in Salesforce will be an added advantage. • Degree in Business Administration, Economics or equivalent.