Customer Care Executive

Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. 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. The smoke-free revolution means we’re rebuilding everything from the ground up. You’ll feel like you’re working in a start-up here – with the freedom to shape and define the future, but with the support and scope of a vast global business. It’s challenging, fast-paced and highly collaborative – if you want the freedom to find new ways to connect with consumers, there’s no better place to progress your career. The Challenge Working in the Customer Services department in Portugal, this role would support customer service channels by ensuring that the content offered on these channels (inbound, outbound and digital) is relevant and provides a superior customer experience, while being aligned with other touchpoints in the ecosystem. Your ‘day to day’ • Lead the implementation of a consistent service and assistance across all channels to our consumer who comes to us for support, in coordination with other departments to ensure a consistent brand response • Daily manage 3rd party service suppliers to ensure expected business results are delivered • Monitor the quality of the interactions in Contact Center and manage with 3rd party service supplier action plans to improve or sustain it • Create/develop/update key processes as well as relevant documentation and content for your channels to perform the in-scope services • Support the development of Knowledge tools to provide customer care knowledge across all touchpoints & deploy action plans to boost the knowledge results / reports deviations. • Participate/lead projects to deploy new services or improve existing services to our consumers You will have • Higher education in Management, Marketing, Business or similar; • Previous experience in Contact Center (preferred) • Advanced understanding of Microsoft Office; • Language Skills: Portuguese (native) and English; • Ability to work under targets and with deadline; • Ability to manage multiple projects in a fast-paced, dynamic environment; • Permit to work in Portugal. What we Offer • Permanent contract, with a competitive salary, plus Tabaqueira’s employee Benefit including: Life and Health insurance, Pension Plan, and others. • 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. • Take pride in delivering our promise to society: to deliver a smoke free world