Customer Care Coordinator

Welcome to our Philip Morris vacancy. Did you know that Philip Morris International is undergoing a revolutionary business transformation? We will be far more than a leading cigarette company. We want to change society and deliver a better, smoke-free future. Thanks to the imagination and perseverance of thousands of people at PMI, we have developed smoke-free products that are better alternatives to cigarettes. And it does not stop there. We are investing in a portfolio of innovative products beyond nicotine. So, whether in new product development, commercialization, operations, science, you name it, we are putting our vision into reality every day and make the change happen, right now. The Customer Care team is looking for a new team member…and it’s all about delivering best in class service to our consumers in the Netherlands. In this role you will have the opportunity to work in both business-as-usual activities and also participate to department or strategic projects. From the Business as usual (BAU) side you will be responsible to support the Customer Care team in driving the performance of our 3rd party vendor, Teleperformance based in Lisbon (Customer Service Centre). From the project side you will be responsible to support in the development and deployment of retention projects. This can be in both a leadership role of Care department projects and as a project team member in strategic projects. Are you interested in the idea of working in the Customer Care department and are passionate about enhancing consumer experience? If so, then please continue reading. Responsibilities of the role: • Support the Customer Care team in coordinating our 3rd party call center provider. You will manage our vendor to ensure excellent performance and customer experience through monitoring of KPI’s such as response times, NPS and handling times. • Support the Customer Care team with quality and transaction monitoring. You will evaluate 3rd party support, monitor quality of the customer service center, identify improvement points and transfer learnings into enhancements or trainings. For example, listening to calls with consumers, reading chat conversations and looking at specific case handling. • Support the Customer Service Centre (CSC) with day-to-day operations, consumer escalation handling, system and process handling and briefing business changes or updates. • Initiate, plan and implement projects/activities with focus on improving the services towards consumers, aligning with all channels such as indirect retail and direct retail. • Lead or contribute to projects related to the set-up of new Customer Care services, channels and touchpoints, starting from consumer pain points within different episodes of the consumer journey. • Ensure alignment, effective collaboration and knowledge sharing with internal & external stakeholders; ensure excellent communication with Global team • Ensure that all operational activities are executed in compliance with applicable laws, marketing code, CA guidelines and PMI procedures You: • 2 years plus experience in customer service or B2C role • Service-oriented person with a strong customer focus • Flexible and agile to work with BAU and projects combined • Analytical mindset where you can develop actionable measures from data results • Excellent communication skills • Speak Dutch as if it was your mother tongue and are advanced in English (Training & Call scripts are in Dutch and English) • Willingness to work in a hybrid mode with a mix of working from home and from the office • Integrity and trust What will the selection process look like? Talent Acquisition (TA) will perform an initial screening to assess whether candidates match with the defined vacancy requirements. If this is the case, the candidate will be invited for 2 competency-based (virtual) interviews. In parallel, you will be asked to complete online assessment tests*. At the end of the process, each candidate will receive the assessment results, as well as actionable feedback for their further development. *Assessment Tests The tests are integrated in the selection process to increase objectivity of the final decision making. The assessment tests for this role is a cognitive ability test. The results will not be saved in the employee’s file, and will only be used in the context of the vacancy for which the employee is applying. Results are therefore not used for purposes of performance evaluation. • Cognitive Ability Test: Report links under three headings: 1. Deductive reasoning (measuring the ability drawing logical conclusions) 2. Inductive reasoning (measuring conceptual and analytical thinking) 3. Numerical reasoning (measuring capacity to understand numerical data and interpret mathematical information correctly)