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 Customer Care Executive is responsible for assisting operations in populating Voice of Customer (VOC), providing data overview and managing key projects & initiatives. Tasks will focus heavily on enhancing operational efficiency and embedding innovation, whilst championing the needs of the Customer Care and Customer Experience. This role will assist with developing & delivering improvements locally within the Customer Care team & across the wider business (other internal teams within Philip Morris Malaysia & vendor) and support the requirements of operational needs. You will also be responsible to: • Assist in reviewing, improving and redesigning business processes and services as part of PMI's desire to continually improve service delivery to customers which includes both upstream and downstream processes. Develop and implement process controls, data collection, reporting, optimisation and support adoption by process owners. • Document and maintain Continuous Improvement learning from all existing initiatives, program rollouts and new improvement or innovative initiatives. Publish all ongoing initiatives and reports to stakeholders involved on a timely manner. • Extract, analyse and report required data at agreed frequency to support operations needs. This also includes creating dashboards and/or visibility for Customer Care Operations and other stakeholders. This role is also required to work with teams such as Analytics to bridge operational data gaps. • Involve in the early life of any new program development to ensure smooth introduction of new programs or solutions into Customer Care services and other provisions. • Perform analysis and build business cases for new opportunities to determine strategic fit for the organization by applying Lean and Design Thinking methodologies to deliver innovative solutions. • Enthusiastically facilitate experimentation, new ideas, trial and error, fast failure and faster success in terms of Continuous Improvement and Innovation based on findings from various channels (NPS, Complaints, Operational Issues, etc). • Track and report status of Complaints Management Framework (CMF) according to scheduled intervals and work on CMF process improvement and actions to close gaps (process change, refreshers, Complaints Bible, etc). • Assist in new program rollout activities and experimentation and any ad-hoc related activities deemed necessary to complement the overall Customer Care function. Who we are looking for • Minimum 3 years of professional experience in process improvement, management and implementation. • Strong understanding of Customer Service processes from the customer, agent and business perspectives • Experience in evaluating and planning strategies to solve management and business problems, including researching, sourcing, developing and evaluating business plans required. • 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. • Ability to influence, negotiate and resolve conflict to ensure buy-in and common goals • Ability to push the limits of the business and our engagement with customers by thinking out of the box and challenging the business norm • Outstanding team facilitation to manage implementation efforts • Excellent skills in data manipulation, data wrangling and analysis. • Superior written, oral & interpersonal communication and project management skill. • Demonstrate problem solving ability and project management skills • Computer savvy especially in MS Excel and MS PowerPoint. • Degree in Statistics, Mathematics or equivalent.