At PMI, 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.
TERMS OF EMPLOYMENT
- Contract Type : Permanent
- Work location : Philip Morris Korea, 10, Gukjegeumyung-ro, Yeongdeungpo-gu, Seoul, Korea
YOUR ¡®DAY TO DAY¡¯
This position is accountable to develop and manage call center operations for RRP products, including:
- Provide memorable customer service experience by managing call center operations that enhance the loyalty loop
- Define call center strategy in align with the global policy and market requirements
- Analyze voice of consumers to understand the needs of our consumers throughout the consumer decision journey
- Development/management of call center KPIs
- Prompt follow-up of escalated complaints from the call center
- 3rd party service vendor management
- Manage and supervise all customer care matters generating from the call centers in line with PMK customer care strategy
- Plan/manage call center strategies for RRP to build a brand preference and a positive social buzz
- Set a right target with reviewing vendor performance on a regular basis.
- Define action plans to enhance call service quality.
- Ensure a customer centric approach in all actions taken throughout the whole customer life cycle
- Develop proactive service approach to enhance consumer satisfaction.
WHO WE¡¯RE LOOKING FOR
- Bachelor¡¯s or Master¡¯s Degree of University
- 7~9 years or more experience in call center management (preferably in electronics)
- Data analysis and reporting experience
- Strategic thinking and collaborative working attitude
- Customer-oriented mindset
- Proficiency in spoken and written Korean/English
- Familiar with diverse call center systems: CRM solutions(SalesForce, Oracle, etc), CTI(Genesys, Twilio, etc), Call recording. Chatbot(Watson, Google, etc), Data analytic tools(Power BI, eMite, etc)
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https://www.pmi.com/careers/job-details?id=69029