Supervisor Customer Care - Inbound

at  Philip Morris International

Job Title: Supervisor Customer Care
Reporting to: Customer Care Operations Manager
Purpose of the role:
Lead the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and best in class Customer Service Centre model across multiple GCC markets. Responsible for managing the critical evaluation of the CSC on inbound channels and the strategic development of Customer Care and Service activities executed through all channels. Other responsibilities include the development and deployment of service quality and data control practices, resoluton of consumer escalations; 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.

Day to Day Responsibilities:

• Project manage and support operational rollout of brand/product in the assigned market, including, but not limited to:
• Executing 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 execute 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.Manage 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 manage 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 levelMonitor and track customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements.
• Manage IQOS and Reduced Risk Product related social media monitoring and reporting.
• Manage and motivate 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.

Skills and Competencies:

• Minimum 5 years’ experience in Customer Service Call Center including 2 years of supervisor/team leader/manager experience is mandatory.
• Ability to multi-task in a dynamic environment, build relationships, solve problems create impact and influence.
• Client centric mentality, self-motivated, driven and the desire to help.
• Excellent communication skills both verbal and written Arabic & English proficiency is a must
• Strong people skills.
• Outstanding organizational skills
• College/University degree

• Project manage and support operational rollout of brand/product in the assigned market, including, but not limited to:
• Executing 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 execute 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.Manage 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 manage 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 levelMonitor and track customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements.
• Manage IQOS and Reduced Risk Product related social media monitoring and reporting.
• Manage and motivate 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