Contact Center Specialist

Employer: Philip Morris Romania
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 27.05.2022
    Short company description

    Welcome to Philip Morris International’s (PMI) affiliates in Romania, Philip Morris Romania SRL and Philip Morris Trading SRL.

    Philip Morris Trading SRL, based in Bucharest, is responsible for the sale and merchandizing of PMI brands throughout the country. We have a dynamic brand portfolio that includes top international brands such as IQOS, Marlboro, Chesterfield, L&M and Virginia Slims. Philip Morris Trading SRL was established in 1997 and today employs more than 250 people in its head office and regional sales offices.

    Philip Morris Romania SRL is our manufacturing factory based in Otopeni and employs more than 1000 people. The factory has recently received a 490 million euro investment in becoming a new tobacco products – HEETS for the IQOS tobacco heating system. The factory serves the international demand of countries as Japan, but also EU countries where IQOS is sold.

    We are also strongly committed to making a difference in the communities where our employees live and work. We support non-profit organizations in the fields of education, culture, domestic violence prevention, and the fight against hunger and extreme poverty.

    Requirements

    CONTACT CENTER SPECIALIST

    (Contract with Randstad for Philip Morris)



    Short company description

    Welcome to Philip Morris International’s (PMI) affiliates in Romania, Philip Morris Romania SRL and Philip Morris Trading SRL.

    Philip Morris Trading SRL, based in Bucharest, is responsible for the sale and merchandizing of PMI brands throughout the country. We have a dynamic brand portfolio that includes top international brands such as IQOS, Marlboro, Chesterfield, L&M and Virginia Slims. Philip Morris Trading SRL was established in 1997 and today employs more than 250 people in its head office and regional sales offices.

    Philip Morris Romania SRL is our manufacturing factory based in Otopeni and employs more than 700 people. The factory has recently received a 490 million euro investment in becoming a new tobacco products – HEETS for the IQOS tobacco heating system. The factory serves the international demand of countries as Japan, but also EU countries where IQOS is sold.

    We are also strongly committed to making a difference in the communities where our employees live and work. We support nonprofit organizations in the fields of education, culture, domestic violence prevention, and the fight against hunger and extreme poverty.

    Requirements

    • University degree

    • Min 2 years in Customer Care / Call Center within FMCG /Telecom industry

    • Strong organization and time management skills, with ability to work independently

    • Proactivity and continuous improvement mentality with proven record of driving simplified, effective solutions

    • Strong organization and time management skills

    • Good analytical, monitoring & reporting skills

    • Excellent communication skills

    • Advanced ability to write and edit content for consumer interactions & excellent proofreading skills

    • Good command of the English language (writing and speaking)

    • Computer literate - MS Office package – particularly Excel, Word, PowerPoint, MS Teams

    Responsibilities

    Listen to the Voice of Consumers (NPS, CES), provide concise and insightful information about customers’ needs or dissatisfactions, transpose consumers’ insights into actionable feedback.
    Work in collaboration with customer care team, other departments and Call Center operational staff to conduct and deliver a continuous improvement of processes and procedures handled via Call Center
    Ensure the day-by-day knowledge base for Call Center agents through timely communication of updates for the relevant documentation in the required platforms or working tools (Talking Points, Sales Force, etc)
    Ensure high quality of services in Call center, following the standards (SOPs) and tracking performance based on the established KPIs. Responsible for call monitoring, reporting and optimization of the Call Center transactional monitors, ensuring a good calibration between PMI and Call Center services supplier
    Coordinate training activity in Call Center by understanding business needs, agents’ lack of knowledge (via Quality assurance, knowledge retention tests) to ensure proper on-going learning & development program for call center agents
    Investigate, recommend actions, and respond to complaints which are escalated from Call Center team to PMI
    Responsible for giving access to Call Center resources in the working systems and follow-up on usage based on relevant roles/rights, in line with the related policies & procedures