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 maintenance of an efficient model for warranty and post-warranty service for RRP (SFP) consumer’s devices, with an emphasis on service quality in both physical and remote channels. • Optimization and automation of existing processes to enhance operational efficiency and service quality. • Monitoring procedure execution, along with the development and implementation of new innovative processes. • Local adaptation of global documents and processes related to device troubleshooting & device maintenance services. • Designing and executing strategic plans to meet customer needs and support users of low-risk products. • Creating innovative solutions to retain RRP product consumers by providing top-notch service. • Collaborating with various company departments to expedite technical and business decision-making. • Monitor and control amount of warranty and non-warranty device replacements and maintenance cases. • Budget management responsibility to ensure optimal resource allocation within the division. • Managing communications for effective customer interaction by informing them about available services. • Preparing presentations and reports within the scope of responsibility. Who we’re looking for: • Experience in managing customer-oriented programs and tools. • Experience in developing and implementing new business models tailored to unique customer needs. • Practical experience in effective use of CRM or a solid understanding of CRM operations. • Ability to handle incidents and problem-solving, managing complex situations. • Skill in overseeing team tasks, evaluating their impact, and refining approaches for optimal outcomes. • Familiarity with programming, data handling, database management, integration of systems/platforms, and understanding of reporting systems (e.g., Power BI, Tableau) for providing process analytics. • Experience in adapting global processes for the local market and successful project implementation. • Proficiency in English, both written and spoken, for effective communication. 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. *Relocation support is not available for this job.