Auckland, New Zealand





Job ID


Are you ready to #MakeHistory? At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re in the process of transforming our business and introducing products to work towards a smoke-free future. As a certified Top Employer, we are seeking experienced Customer Service Superstars to support inbound and outbound operations via various communication channels, including a range of B2C customer support activities and handling the inbound inquiries and complaints at our Auckland Internal Consumer Service Centre. Officially known as ‘Customer Service Centre (CSC) Engagement Representative’, reporting into the CSC Operations Lead, this role is responsible for maintaining and supporting aftersales services for Reduced Risk Products (RRP) across New Zealand and immediate surrounds (i.e. Australia and Pacific islands). A day in the life of CSC Engagement Representative: On a day-to-day, you will: • Ensure a best in class customer care experience through clear communication and understanding of the customer needs, excellent problem solving, while maintaining a positive image IQOS brand throughout all transactions. • Act as first line of contact for RRP customers - local and overseas - to maintain consumer management, incident management and product exchange management to provide fast and full resolution of known and new incidents and queries. • Capture all interactions with customers on the relevant CRM system, ensuring full and accurate recording of customer details, issue details, verbatim discussions, resolution and other critical information pertaining to these interactions to aid future decision making and possible continuation of support issues. • Manage workload and call volumes as per targets to meet expected output and supporting customers. Ensure KPI's are met and support actions and/or plans to improve customer metrics where these deviate from the set targets. • Targeting users and customers to identify engagement opportunities with our portfolio of services and programs, ensuring acquisition and retention at scale through all available communication mediums. We’re looking for someone who has: • Minimum 1 year of customer service experience in the Contact Centre for in- and outbound interactions • Aftersales hypercare support experience is advantageous • Demonstrated Sales aptitude • High level of communication skills, ability to communicate without using written scripts to keep fluent conversation on various topics • Excellent problem solving skills • Ability to learn and work in a fast paced environment 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. This is a great opportunity to join a global organisation offering a life time of exploration and discovery to #MakeHistory! Please apply by 9 December 2022.  Inclusion and diversity are part of our DNA at Philip Morris Limited. Our priority is to attract, support and retain individuals – no matter their age, gender, religion, sexual orientation or physical ability. Candidates must be eligible to work in New Zealand to be considered for the role.