Budapest, Hungary





Job ID


At PMI, we’ve chosen to do something big. We’re transforming our business, building our future on smoke-free products. We are currently looking for a Supervisor to join our Consumer Journey team. In this position you will be responsible for managing customer care services. Your day to day • Lead and supervise the customer care department • Manage Call Center supplier to provide high quality service towards customers after purchase and to reach performance KPIs • Build and manage a productive team of back-office colleagues • Lead and manage projects connected to customer service and participate in cross-functional project teams • Analyse customer care related data, review and improve processes to maximize efficiency and reduce time & cost • Develop existing or new tools to support post purchase care • Develop communication guidelines, work instructions and training materials • Collaborate with cluster and central function teams, implement central guidelines, adapt standard operating procedures Who we are looking for? • At least 6 years’ experience in a customer care field (call center experience is an advance) • At least 3 years’ experience in team leader position (international environment preferred) • University or college degree • Fluent in Hungarian AND English, both written and spoken • Consumer centric mindset, experience in complaint handling • Good communication and collaboration skills • Open for innovative solutions in customer care area • Project management skills, agility to work in complex environment with tight deadlines, experience at managing & prioritizing multiple projects • Flexible and eager to learn and develop What do we offer? You will find that our company offers a dynamic and international work environment, many learning opportunities, and the possibility to express your potential with experimentation. Beside competitive salary and cafeteria package we offer: • Flexible working time and home office possibility • Voluntary pension plan • Medicover health insurance • Life & accident insurance • Paid parental leave • Work for a certified multinational company Family Friendly, Equal Salary & Top • Employer certification • Opportunities for career development & growth