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09.03.2020, Ref.#: DCCE
★★★★★ IQOS Digital Customer Care Executive, Филип Морис България ЕООД
Месторабота София; Постоянна работа; Пълно работно време
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IQOS Digital Customer Care Executive

We have built the world’s most successful tobacco company Philip Morris International (PMI), with some of the world’s most popular and iconic brands. Now we are building PMI’s future on smoke-free products and you can be part of a truly dynamic worldwide team dedicated to a bold new vision.
We are looking for an IQOS Digital Customer Care Executive to continuously improve the service provided by Customer Solution Center, to optimize and ensure maximum customer satisfaction in alignment with our smoke-free vision and based on local landscape. To succeed in this role, you should be proactive, always looking for ways to put customers’ needs in the center of our business.
If you want to challenge yourself and be part of our transformation, then APPLY NOW!

• Create customer care content for digital support channels to assure customers receive correct and consistent information
• Work with key partners, monitor Call Center digital KPIs and take necessary steps to achieve/maintain efficient and quality service
• Understand customer feedback and take necessary actions to improve services and portfolio of solutions
• Assure that Call Center agents are equipped with relevant solutions to achieve high customer satisfaction
• Share learnings, best practices, attention points to the appropriate company department (Customer Care, Retail, Etc.) in a timely and accurate manner
• Coordinate with peers to ensure maximum customer-centric focus

• University degree (Marketing, management or economics is a plus)
• Experience in Customer Care/Marketing/Sales via digital channels (Facebook, Twitter, Viber, Live Chat, Email, Ecommerce)
• Language Skills: English – fluent (level C1)
• Proficient user of Microsoft Office products
• Experience of managing 3rd Party vendors

• Customer focus and ability to present and communicate with different functions and layers
• Quick learner with excellent problem solving and communication skills, customer oriented with a clear drive for results
• Entrepreneurship and ability to see the opportunities, and not the obstacles, and strong “I can do” attitude
• Negotiation & commercial savvy
• Ability to work in a fast-paced environment with solid problem solving skills
• Strong organizational skills and analytical thinking
• Proactive, independent, highly organized, detail oriented

Philip Morris Bulgaria EOOD is part of Philip Morris International (PMI) - a leading international tobacco company with a diverse workforce of around 81,000 people who hail from every corner of the globe. PMI is certified as a Top Employer for six consecutive years in Europe. The company has a long-term commitment to sustainability and ranks among the top consumer goods companies in terms of environmental footprint. PMI is dedicated to fighting the illegal cigarette trade and supporting the communities where our company sources tobacco and where our employees live and work. PMI has six of the world's top international 15 brands, spanning more than 180 markets. But that’s not where our vision ends. PMI is going via its biggest shift in history replacing cigarettes with smoke-free products in order to achieve smoke-free future. That’s why PMI has over 400 dedicated scientists, engineers, and technicians developing less harmful alternatives to cigarettes at our two Research & Development sites in Switzerland and Singapore. Philip Morris Bulgaria EOOD is one of PMI affiliates with 90 employees across different functional areas and main office located in Sofia.

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