Almaty, Kazakhstan





Job ID


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 one clear purpose – to deliver a smoke-free future. 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. Your ‘day to day’ - Development and implementation of new customer service and support processes. - Execution of tasks in a team and cross-functionally to meet customer’s requests. - Processing incoming customer requests that cannot be resolved within the first request. - Interaction with the staff of the Contact Center on opening access, setting up work platforms and programs. - Providing information to the employees of the Contact Center about the services and tariffs provided by the company, marketing and other promotions, including the development of scripts, with subsequent training. - Conducting calibration sessions together with the heads of the Contact Center and cross-functional units. - Development of motivation programs and monitoring of their performance. - Monitoring of processes and fulfillment of all Contact Center indicators. - Interaction with the Company's divisions to shorten the cycle of technical and business solutions. - Creation of analytical reports. Who we’re looking for - Task execution skills based on client needs. - Experience with Contact Center processes for at least 1 year. - Experience in resolving client incidents. - Skills to control the execution of team tasks and monitor their effectiveness. - Experience in CRM systems for at least 1 year. - Skills in providing periodic and one-time reporting according to requests. - Objection handling skills. - A confident user of MS Office applications. - Management of service metrics and service quality. - Language proficiency: Russian, English – upper intermediate (written and oral). - Competent written and oral speech. What we offer: - An opportunity to pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress; - An opportunity to build an international career and for cross-functional moves; - Extended social package: life insurance, insurance from critical illnesses, additional payment for preschool development of children, participation in the Employee Assistance Program (financial, psychological and legal consultations) for employees and family members, and much more; Philip Morris Kazakhstan is the holder of Top Employer Kazakhstan & Global award for 8 consecutive year as well as the only Equal Pay certificate holder in Kazakhstan, which proves our commitment to highest working standards. *Relocation support is not available for this job.