Customer Care Executive

At PMI, we have chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products and beyond with the power to deliver a smoke-free future. We are committed to inclusion & diversity and is proud to be an equal opportunity employer. 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’ As a Customer Care Executive, you will be the key person to execute the developed Customer Care strategy which includes timely creation, maintenance and roll-out of all relevant talking points and customer care programs through the 3rd Party Call Center. You will also be responsible to coordinate f4reverse logistics support between the 3rd Party Call Center and the Logistics Service Provider (LSP). Also, to plan and execute strategies to drive business and retention of customer. You will be accountable to: • Ensure all Customer Care activities are in line with deployment plans and resources are utilized in the most efficient way by building detailed processes and execution plan with 3rd Party Call Center. • Consolidate and monitor daily, weekly, monthly, and yearly reports in a timely manner to ensure it is correctly reported. • Lead the management of the day-to-day operations by working closely with the 3rd Party Call Center. • Support the development and rollout of new channels. • Identify and roll-out relevant customer care programs, talking points and all relevant activities together with the 3rd Party Call Center in order to support the growing customer base in an efficient manner. • Create effective SOP to ensure all operational matters are well executed. • Monitor global Customer Care performance matrix to ensure local CSC is aligned in order to implement successful activations and delivery of all KPIs. This includes scheduling meetings with global Customer Care to plan, execute strategies and review performances to ensure a systematic KPI review is in place. • Coordinate and monitor the smooth execution of reverse logistics support to customers via the 3rd Party Call Center and LSP. • Provide and support constructive collaboration among project team members and stakeholders from other departments. • Collaborate with internal and external stakeholders on ad-hoc activities to meet business needs. • Work according to timelines / deadlines set and ensure they are consistently met. Challenges that prevent meeting set timeline / deadlines need to be called out in a timely manner. Who we’re looking for You will excel in Customer Care Executive role should you have: • Minimum 3-5 years of professional experience in customer service center management, with at least 2 years of experience in a supervisory role. • A systematic and logical approach to problem solving and a capacity to work around problems. Ability to adapt and respond quickly to a fast-changing environment. • Demonstrates the ability to work sensitively, and effectively, within and across diverse teams. • Possess positive attitude and the ability to build relationships with clients. • Strong analytical and reporting skills. • Computer savvy especially in MS Office. • Degree in Business Administration, Economics or equivalent.