Contact Center Lead (IQOS)

At 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. TERMS OF EMPLOYMENT - Contract Type : Permanent - Work location : Philip Morris Korea, 10, Gukjegeumyung-ro, Yeongdeungpo-gu, Seoul, Korea YOUR ‘DAY TO DAY’ This position is accountable to develop and manage call center operations for RRP products, including: - Provide memorable customer service experience by managing call center operations that enhance the loyalty loop - Define call center strategy in align with the global policy and market requirements - Analyze voice of consumers to understand the needs of our consumers throughout the consumer decision journey - Development/management of call center KPIs - Prompt follow-up of escalated complaints from the call center - 3rd party service vendor management - Manage and supervise all customer care matters generating from the call centers in line with PMK customer care strategy - Plan/manage call center strategies for RRP to build a brand preference and a positive social buzz - Set a right target with reviewing vendor performance on a regular basis. - Define action plans to enhance call service quality. - Ensure a customer centric approach in all actions taken throughout the whole customer life cycle - Develop proactive service approach to enhance consumer satisfaction. WHO WE’RE LOOKING FOR - Bachelor’s or Master’s Degree of University - 7~9 years or more experience in call center management (preferably in electronics) - Data analysis and reporting experience - Strategic thinking and collaborative working attitude - Customer-oriented mindset - Proficiency in spoken and written Korean/English - Familiar with diverse call center systems: CRM solutions(SalesForce, Oracle, etc), CTI(Genesys, Twilio, etc), Call recording. Chatbot(Watson, Google, etc), Data analytic tools(Power BI, eMite, etc) 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. - Be able to work in flexible work schedule (half-day Fridays), and receive competitive compensation & benefits including Group life and accident insurance, Welfare card etc. HOW TO APPLY - Go PMI career site, "www.pmi.com/careers" and set ‘South Korea’ and search for the job - Click ‘Apply Now’ button and ‘Upload a File’ for new applicants - Upload your English Resume either in Word or PDF format (merge your files into one file named as your English name, i.e., CV Gildong Hong) - Fill in basic information such as employment and education - Create password and submit application At PMI, we are committed to equal employment opportunity and inclusion and workplace diversity. Our focus is on creating an environment where our employees from across the globe can be their true selves at work, contribute their best, support each other, and drive the innovation and consumer-centricity needed to help us to achieve our vision of a smoke-free future That means a work environment where personal situations are understood, differences are valued, and everyone is treated with fairness and respect. We are promoting an environment where every voice is heard and valued, regardless of gender identity, age, race, nationality, ethnicity, sexual orientation, religion, disability, or any other characteristic that makes them visible or invisible.