Berchem, Netherlands





Job ID


Welcome to our Philip Morris vacancy. Did you know that Philip Morris International is undergoing a revolutionary business transformation? We will be far more than a leading cigarette company. We want to change society and deliver a smoke-free future. Thanks to the imagination and perseverance of thousands of people at PMI, we have developed smoke-free alternatives to cigarettes. And it does not stop there. We are investing in a portfolio of innovative products beyond nicotine. So, whether in new product development, commercialization, operations, science, you name it, we are putting our vision into reality every day and make the change happen, right now. Do you want to be part of this transformation? Do you want to join our team of optimistic people to build a new future? To strengthen our team, we are currently sourcing a Customer Care Capability Executive In this role you will be responsible to transfer the right knowledge, skills, and capabilities to ensure that our 3rd part Customer Service Centre (CSC), provides excellent service for the Netherlands. You will be contributing to the company shift towards a consumer centric organization (capability, mindset) to align our voices towards the consumers. You will be the “bridge” between other PMI capability building functions and CSC, integrating the business requirements & programs into CSC talking points, scripts and training programs. We will rely on you to direct, plan, coordinate and control the knowledge management & training activities directed to our CSC agents. You will be required to possess outstanding knowledge and understanding of our portfolio of smoke-free products, the consumer pain-points, and product services. Through quality monitoring and knowledge testing you will identify consumer pain points and areas for improvement, striving for customer service excellence. You will work in collaboration with the CSC operational team and other relevant stakeholders (B2C, Direct Retail, CX, IT) to share consumer insights and drive improvement plans. Are you interested in the idea of working in the Customer Care department, are you passionate about enhancing consumer experience and developing people? If so, then please continue reading. Responsibilities of the role: • Manage the new Agents onboarding and training, utilizing global materials and knowledge base resources to design training modules for the CSC agents in helping them better serve. Conduct training assessments and identify skills or knowledge gaps that need to be addressed: o Design and develop training materials. o Design, prepare and order educational aids and materials. o Select appropriate training methods or activities (e.g. e-learning, coaching, on-the-job training, classroom trainings). o Use known education principles and stay up-to-date on new training methods and techniques • Develop and deploy timely & quality trainings in line with the agreed planning (program launches or changes / Global talking points updates / product launches etc). • Conduct gap analyses on knowledge through monthly assessments in close collaboration with the CSC team and define improvement action plans. • Perform monthly quality monitoring across all contact channels (Inbound and Outbound), assessing areas for improvements and define improvement action plans. • Manage all materials and talking points are updated across all relevant channels in case of global or local changes. • Owner of the Salesforce knowledge base system used by the CSC ensuring content is updated accordingly and, in a user-friendly manner for CSC agents. • Deploy global customer care programs and standards (We Care Academy) and develop local initiatives to improve customer satisfaction. • Collaborate with capability teams across different channels to ensure Customer Care materials are embedded and messaging is aligned. • Owner of all following Customer Care capability materials: o Capability Building & Training materials o Scripts & Talking Points CSC o Processes o Knowledge base articles o B2C frontliners onboarding to Customer Care You’ll be our ideal candidate if you: • Bachelor’s degree or equivalent by experience. • Minimum 2 years’ experience in Customer Service or capability building role. • Service-oriented mindset with a strong customer focus. • Experience conducting classroom training and excellent documentation, verbal and written communication skills. • Robust interpersonal, networking, public speaking, and writing skills, with the confidence and credibility to act quickly, communicate effectively with diplomacy and civility, and command respect of both internal and external audiences. • Demonstrate decisiveness in resolving problems, making decisions, and identifying priorities. • Detail oriented but also able to prioritize those things that will have an impact. • Native Dutch and advanced English (Training & Call scripts are in Dutch and English). • Willingness to work in a hybrid mode with a mix of working from home and from the office. • Integrity and trust. How does this sound? If you are interested, then please apply via the ‘apply now’ button What will the selection process look like? Talent Acquisition (TA) will perform an initial screening to assess whether candidates match with the defined vacancy requirements. If this is the case, the candidate will be invited for 2 competency-based (virtual) interviews. In parallel, you will be asked to complete online assessment tests*. At the end of the process, each candidate will receive the assessment results, as well as actionable feedback for their further development.