Toronto, Canada





Job ID


BE A PART OF A REVOLUTIONARY CHANGE At Rothmans, Benson & Hedges Inc. (“RBH”), Philip Morris International’s subsidiary in Canada, 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. Are you someone with an entrepreneurial mindset that works well in teams to come up with innovative solutions? Do you put the consumer at the heart of everything that you do? If the answer is yes, then this is for you! As a Customer Service Center Operations Executive, you will plan, execute and control the Service Quality & Training activities in remote B2C channels (e.g. contact centers) while defining improvement activities in compliance with both internal business requirements and local legislation, achieving consistent Service Quality across Vendors/Touchpoints to the fulfillment of customers' expectations. YOUR DAY TO DAY • Define and execute service training strategies and processes in cooperation with 3rd party service vendors in order to ensure an effective delivery of RBH's content to our outsourced service agents and ultimately to RBH's customers. • Monitor quality critical metrics for Customer Care activities to ensure timely and effective control of quality-of-service interactions and customer experience. • Implement mechanisms to ensure the required Quality level of the data collected by service agents. • Implement and execute, whenever required, auditing and controlling mechanism, provide relevant reports to key partners and Top Management and coordinate the execution of resulting action plans. • Continuously evaluate the effectiveness of Quality Monitoring system as predictor of Customer Experience and adapt processes and systems accordingly. • Supervise system infrastructure that enables to create, store, and disseminate content among relevant partners (touchpoint levels) and develop them by ensuring that business requirements are translated into technical specifications for the Digital partners for technical development of the tools. (Salesforce toolbox, templates to guide etc.). Design, implement and lead the full taxonomy of all Care Content. • Manage the deployment of global & local Talking Points to consistently handle customer inquiries at each touchpoint. • Engage the organization in continual improvement of Service Quality activities by identifying and initiating alignments and opportunities for improvement within the organization. WHAT WE ARE LOOKING FOR • College Diploma or University Degree • 3-5 years’ experience in Service Management related positions • Experience in a Quality Assurance related environment or similar. • Knowledge of Customer Operations quality standards is a very strong plus. WHAT WE OFFER We offer the opportunity to join an organization where you can grow in a wide range of business functions. You will have the chance to build your professional expertise, business understanding, and leadership capabilities in a collaborative, challenging environment where we will empower you to take risks, experiment and explore. Our company fosters excellence in execution and is comprised of dedicated people all working together to continue to grow our status as industry leaders. We offer our employees a competitive salary, an attractive compensation package, including flexible work schedules (where applicable), health and wellness programs, and attractive benefits options. Please note this is a 12-month contract role and the salary range is between $82,000 to $87,000 based on the level of experience. You will also be a 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. WHO WE ARE We are Rothmans, Benson & Hedges Inc., Philip Morris International’s subsidiary in Canada. Today we are Canada's second largest tobacco company. In addition, RBH Inc. was awarded Top Employer for 2017, 2018, 2019 and 2022. We currently employ over 800 people throughout our six corporate and sales offices and our factory. Our parent company PMI is one of the world’s leading international tobacco companies. In addition to the manufacture and sale of cigarettes, PMI is engaged in the development and commercialization of smoke-free products. Click on the following link to learn more about what RBH believes: Rothmans, Benson & Hedges is committed to providing equal employment opportunity for all current and prospective employees, as well as to promoting a culture of inclusion and respect for everyone. We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences, and perspectives to the organization. It is this diversity that adds value to our teams, as well as to our stakeholders. We are committed to providing equal employment opportunity regardless of race, ancestry, color, religion, sex, marital/family status (including pregnancy), national origin, sexual orientation, immigrant and newcomer status, gender identity/expression, age, citizenship, or disability. We consider qualified applicants who have passed the criminal background checks, consistent with legal requirements. We strive to recognize and value diversity and equity, and to ensure the inclusion of underrepresented groups and the four designated groups: women, Indigenous peoples, persons with disabilities and members of visible minorities. We value, respect, and equally support applicants from these groups. We welcome and encourage applicants to reach their full potential with us. If you are unable to apply for a position online, or require any further accommodation during our recruitment process, please contact: FOLLOW US ON SOCIAL MEDIA: RBH LinkedIn: Facebook: Twitter: RBH website: #RBH