Supervisor Customer Care - Outbound 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 - Outbound, you be leading the deployment and
execution of the IQOS Customer Outbound/Proactive 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 and the strategic development of Customer Care and Service activities
implemented through all outbound programs and channels. Other responsibilities
include the development and deployment of service quality and data control
practices, resolution of consumer issues; the consumer database, customer
churn, manage leads 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 campaigns (product & brand) in the assigned market, including, but not limited to:


• Implementing and checking outbound campaign flows and adjusting agent CTA's accordingly


• Frontline staff knowledge enhancement (Remote Coaches/Inbound agents)


• 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 CSC agents, Vendor Project Managers, 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, ecommerce, distributors, vendors etc.) to ensure a timely resolution keeping the customer at the heart of the process as all times


• Own any critical local (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 OB 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


• Run IQOS related campaign SLA's and reporting. Incentive schemes


• Handle the IQOS customer database including customer retention and churn


• 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 remote sales within a 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...