Contact Service Center (Call Center) B2C Specialist

At PMI, we’ve chosen to do something incredible.

We’re totally transforming our business and building our future on smoke-free products with the power 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 you will have the space to move your career forward in many different areas/directions.

PMI’s journey to a smoke-free future implies a shift from a tobacco manufacturer to a science and technology-based consumer facing organization.

Purpose of the Job:

Responsible for managing all the activities associated with the B2C operation in the customer service center, including the planning, implementation of support necessary for the inbound and Outbound teams. He/She is responsbile for the maximization of the results of this teams, ensuring a proper management of all the systems, tools and services, bridging with the respective team of supervisors and agents of the service provider, demanding constant improvement in the axes of quality, cost, revenue and efficiency of the teams. He/She is the main reference for this team, bridging with other internal and external stakeholders to make sure we guarantee the best level of assistance to all our consumers, independently of the initiative, campaign and moment. He/She is responsible to develop and implement processes and operational improvements to enhance efficiency and effectiveness of the channels, reporting on any deviation and following up closely KPI’s and targets. He/She is the main point of reference for OC and the other internal teams (such as CSC, CX, CRM and others) for the deployment of the initiatives.

Principal Accountabilities:

• Manage operations in line with assigned targets of specific KPI’s like Reach Rate, Response Rate, Service Level, Channel NPS, Brand NPS, amongst others.
• Support CSC TP Supervisors with key content for call center activities: activity briefings, processes, updates.
• Support CSC Trainer in the ongoing agents trainings.
• Monitor quality and performance of all interactions with customers through CSC (email, voice, SMS, others) and propose improvement initiatives.
• Implement new campaigns in line with CX guidelines.
• Support Operations Manager in ensuring CSC capacity, implementation of extended capabilities (sms, instant messaging, email, video call), and supervision of performance and budget alignment
• Support daily escalation procedures to ensure quick issue resolution
• Monitor quality and performance of all interactions with customers through CSC (email, voice, SMS, others) and propose improvement initiatives.

Skills and Competences:

• University degree, preferably in Economics, Business Administration, Marketing or Communication
• Operational expertise within Contact Center business (mandatory)
• Proven background on delivering results and working backwards from Customer needs
• Organizational and stakeholders management skills are a must
• Prooven experience in developing and implementing processes and operational improvements to enhance efficiency and effectiveness of operations.

WHAT WE OFFER YOU?

Permanent local contract with a competitive salary plus Tabaqueira’s employee benefit including:

• Life and Health insurance
• Employee Pension Plan
• Hybrid working model
• Growing opportunities within the Company, both at national and international level
• Possibility of development in both Controlling and Business Partnering areas
• Very diverse and international work environment

Please note that only on-line applications will be taken into consideration.

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