manager, Customer ServicePhillip Morris Latinoamérica

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 smoke-free products with the power to improve the lives of a billion smokers worldwide.
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. Sales and Marketing at PMI feels like building a new business - but with the accumulated expertise of a global brand behind you.
Bring us your curiosity and capacity to engage people and you can be part of the digital, omni-channel team that's driving our huge commercial transformation. If you're a forecaster and forward-thinker, you can make a huge impact, creating sales strategies across all markets. But, here, your innovation will do more than just improving sales.
You're not persuading someone to savings account or try a new drinks brand. You're potentially changing the lives of a billion smokers by helping them switch to a better alternative to smoking. Manager, Customer Service Key responsibilities will be the consolidation of different internal customer care pillars.
Responsible for hotline support processes in ensuring full end-to-end positive user experience; by developing and maintaining back office support representatives and delivering key insights and customer feedback to the Trade Deployment Team. The role will ensure consistent and optimal customer support to retailers and Field Sales Force (FSF) while adhering to specific requirements set by relevant PMI functions. Should also have the foresight and vision for future enhancements such as internal PMI systems integrations i.e. service cloud or provide proposals for other relevant solutions that is best for the PH market.
Your day-to-day
Leads / supervises the Customer Care service provider in ensuring full end-to-end user support for available systems, including but not limited to: incidence handling & basic troubleshooting, proper issues escalation, task verification, points balance check, email / SMS / call inquiries, inactivity follow-up and task re-publishing.
Leads / supervises Customer Care business reviews and weekly quality calibrations, to ensure guidelines are implemented consistently and efficiently, and KPIs are met.
Develop and deliver tailored training materials for Customer Service Representatives (CSR) based from the content calendar and project briefs; and ensure consistent and optimal customer support to retailers and FSF while adhering to specific requirements.
Support that key CSR initiatives and communication messages are effectively delivered by providing the right tools / instructions to CSR's; and to ensure interaction with customers are always professional and comply with PMI policies, procedures, and regulatory/legal requirements
Analyzes key customer feedback and learnings to continuously improve user experience; which may influence content planning and innovation roadmap for Digital Trade Engagement.
Monitor and scrub all issue tickets raised in Digital Trade Engagement ticketing tool to achieve Customer Care resolution rate KPI.
Propose action points for open tickets and coordinate them back to the hotline service provider and other relevant parties.
Develop CSR incentive schemes and promotions; utilizing such to drive key business objectives.
Who we're looking for Strong background in customer care and service with 6 to 8 years of experience; has serviced multiple clients or industries, and has lead a project/ process improvement and or development programs in relation to delivering excellent customer service/care experience, and has experience leading a team (team lead / account lead / operations lead). Work schedule Mondays to Fridays, 8:30 am to 5:30 pm shift What we offer
Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:
Seize the freedom to define your future and ours.
We'll empower you to take risks, experiment and explore.
Be 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.
Pursue your ambitions and develop your skills with a global business - our staggering size and scale provides endless opportunities to progress.
Take pride in delivering our promise to society: to improve the lives of a billion smokers.
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