Customer Success Operations Specialist
hace 3 horas
At Philip Morris International (PMI), we're transforming our business to deliver a smoke-free future. Our revolutionary change offers huge opportunities for growth and development.
Your RoleWe're seeking a highly motivated Customer Success Operations Specialist to join our newly created **Customer Centric Organisation (CCO)** team. This role will drive the commercial transformation from a B2B to a B2C model by understanding customer conversion journeys in different international markets and finding innovative ways to connect with smokers and convince them to switch to reduced-risk products.
Your Key Responsibilities- Coordinate the correct operation of our call center partners, achieving frontline results by communicating goals and critical metrics, planning, monitoring, and developing processes, procedures, and productivity standards.
- Ensure compliance with the contact center's operational processes and indicators, follow up on and manage open cases and issues within the contact center, identifying root causes and proposing improvements.
- Analyze and manage operational information from the call center, generate reports to facilitate accurate decision-making regarding the contact center.
- A college degree in Administration or a related field.
- A minimum of 5 years' experience in a contact center operation or production environment, with an emphasis on Customer Service and Sales.
- Experience in managing work teams, proficiency in MS Office, fluency in Spanish and English.
Our talented employees are empowered to take risks, experiment, and explore, ensuring their freedom to define their future and ours. You'll 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 that provides endless opportunities to progress. Take pride in delivering our promise to society: to deliver a smoke-free future.
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