Supervisor Customer Care - Inbound Dubai, United Arab Emirates Commercial

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.

To join our growing team…