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 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 the space to move your career forward in endlessly different directions. 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 strategies.
As a Supervisor Customer Care - Inbound, you be leading the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets. Responsible for leading the critical evaluation of the CSC on inbound channels and the strategic development of Customer Care and Service activities implemented through all channels. Other responsibilities include the development and deployment of service quality and data control practices, resolution of consumer issues; social media monitoring, the consumer database and train service staff, play a collaborative role in growing and implementing standards and processes to try and exceed market specific NPS targets, maintain documentation such as process maps, operational records, etc.
Your ‘day to day’
• Project lead and support operational rollout of brand/product in the assigned market, including, but not limited to:
- Implementing and checking local business flows periodically and amending RRP flows accordingly (e.g. end to end customer journey review to ensure all touchpoints are able to complete processes seamlessly)
- Frontline staff knowledge enhancement (Retail staff)
- Reporting, analyzing, and offering insight/remedial actions to resolve any technical issues in the market that effect day to day operations
• Drive continual process improvement through monitoring, benchmarking and investigation of any dissatisfactions, complaints, CSAT, CES and NPS feedback received through various channels.
• Lead direct reports and virtual teams such as field sales, CSC agents, CCM team knowledge and day to day functional needs
• Follow up and resolve escalations from customer complaints within SLA in coordination with relevant stakeholders (inclusive of commercial market team, e-commerce, distributors, vendors etc.) to ensure a timely resolution keeping the customer at the heart of the process as all times
• Own any local Crisis Management (Talking Points) escalations ensuring all stakeholders are engaged in a timely manner
• Build and maintain relationships with service providers at a local level to ensure Service Level are maintained
• Ensure customer care deliverables are with aligned RRP commercial activities at a regional/local level
• Supervise customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements
• Handle IQOS and RRP related social media monitoring and reporting
• Lead and empower the operational team to ensure daily, weekly, monthly KPI's are met.
• Ensure forecast and plans are submitted and aligned with relevant stakeholders to ensure operation continuity per market of responsibility
Who we’re looking for
• You have University degree in any related subject
• You have minimum 5 years of well-rounded experience in Customer Service Call Center including 2 years of supervisor/team leader/manager experience
• Excellent communication skills in Arabic & English both verbal and written
• You have ability to: multi-task in a dynamic environment, establish relationships, solve problems, impact, and influence
• You have consumer centric mindset, outstanding organizational skills, and strong people skills
• Self-motivated, driven with the desire to help
What we offer
Our success depends on the people 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 deliver a smoke-free future.
Apply For This Job Using a Branded ATS-compliant CV from Dubai-Forever.Com.
What is an ATS CV?
Applicant Tracking System or "ATS", is the software that 'READS' your CV and stores this information in a database. Like this:
If the CV is not made as per the RULES of the ATS, the information will get messed up in the database. Like this:
And, you may never be found by the recruiter, in spite of your 'CV information' existing in the database...
...And, you'll keep wondering why you get rejected in spite of being a PERFECT MATCH for the Job.
Read more about the ATS CV:
https://www.dubai-forever.com/cv-writing-services.html#ATS-Compliant-CV
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
What's the most IMPORTANT thing you should read about a CV Writing Service?
Customer Reviews, right?
You'll get a fair idea whether to purchase that service or not.
Read the recommendations that some of our clients have written on my LinkedIn profile.
Click the LinkedIn banner below and then scroll down to the Recommendations section.
Navigate here for more testimonials about our expertise and results:
www.dubai-forever.com/resume-writing-feedback.html
www.dubai-forever.com/cv-writing-reviews.html
Also, read reviews about "www.Dubai-Forever.Com" on TrustPilot.com, the world's must trusted review site...
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
Want CV Samples & Templates for FREE?
Click on the CV's below to begin:
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
Join the Middle East's Best Job Groups on Whatsapp:
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
Join the Fastest Growing Jobs Group on LinkedIn:
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
Join our Telegram Group:
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
Submit your CV here, as well:
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
We support the Far-Sighted, Growth Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.
It's an exciting time and the next 30 - 40 years will be those of the GCC countries.
Excited about working in the GCC? Click on one of the banner's below...
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
SOCIAL INITIATIVE:
We publish job vacancies on this website and our Whatsapp groups for the benefit of job-seekers.
It is to help people who are searching for jobs from across the world.
This is a Social Initiative from our team @ dubai-forever.com, so please help us in this Noble Task by Forwarding these jobs within your network.
Do this GOOD DEED.
You never know who will benefit from it.
You've heard about KARMA right?
It's waiting to give you 10X of whatever you do...Do the Good Deed. NOW!
π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π π°πΌ π¦πͺ πΈπ¦ πΆπ¦ π΄π² π§π
