Roma, Italy





Job ID


CSC Inbound Executive (Focus on Knowledge & Quality) Be part of a revolutionary change! At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products. 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. Join us in Customer Care Team and you will support the Supervisor Contact Service Center (CSC) Inbound in the monitoring and handling the effectiveness of Contact Service Center, tracking a set of KPIs and ensuring expertise, knowledge and consumer service. You will coordinate Customer Care Services provided through different channels (Social Media, Call, E-mail, Chat) and ensure adequate monitoring. You will also coordinate the CSC business partner in the management of the customer care activities, ensuring a very high level of B2C and B2B service and support. Your ‘day to day’ Your responsibilities include: • Knowledge management: Communicate updates, new trainings and talking points to CSC providers and ensure an overall structured communication flow with them. Open training requests, control CSC providers' training plan, its efficiency and the work and knowledge maintenance. Contribute to the creation of new and innovative training and knowledge platforms. • Quality Control: Coordinate and execute transactions monitoring and ensure application of PMI’s standard operating procedure guidelines for all inbound channels and all CSC providers. Provide improvement feedback to inbound channel owner and CSC providers beside organizing quiz and tools to verify their applications’ knowledge. Propose actions that can improve NPS and consumer satisfaction. • Inbound Coordination: Coordinate adult consumer interactions with CSC providers and identify best solutions to reach high NPS and Customer satisfaction. Your focus will be on digital channels (Social, Chat, Mail), ensuring a correct tone of voice, managing sensitive cases with internal stakeholders (Legal/Corporate Affairs) and ensuring respect of PMI guidelines. • Performance and Quality control: You will take care of monitoring and calibration of CSC transaction, KPIs and you will analyze the NPS and Consumer Effort Score surveys providing qualitative feedbacks. • Project Management: You will represent Customer Care team in cross-functional meetings and collaborate in the creation of new knowledge tools, initiatives and CSC system changes. • Qualitative/quantitative report: You will coordinate and monitor data availability in Salesforce and prepare and review weekly/monthly internal reports. • New system functionalities creation: Propose and plan new CSC service, provide input to external consultants for implementations in CSC systems (Purecloud/Salesforce). Who we are looking for: • University degree in Economics, Business Administration or similar subjects • 1/2 years’ experience in similar roles in a multinational company, preferably Fast-Moving Consumer Goods in Customer Care area • Proficiency with main Microsoft app (Word, Excel, Power Point, Visio) • Good knowledge of Salesforce • Fluency in Italian and English • Strong analytical and problem-solving skills • Attitude to deal with different stakeholders about sensitive topics • Good communication and interpersonal skills • Ability to work alone and in a team What’s ‘nice to have’ • Proficiency with Power BI, SQL, Tableau • Good presentation skills • Problem solving ability • Attitude to deal with ambiguity • You are a team player, have positive attitude and willingness to share competencies • Agility to work in complex and fluid environment with tight deadlines • Entrepreneurship, positive attitude, attention to details 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. Work location: Rome N of vacancies: 2 We offer a contract commensurate with effective experience Philip Morris Italia is one of the two Italian affiliates of Philip Morris International, a leading company in the tobacco and nicotine market. With almost 1000 employees, it is engaged in the development and commercialization of smoke-free products in Italy.