Position Title:  Customer Service Center Inbound Specialist

We’ve built the world’s most successful tobacco company, with the world’s most popular and iconic brands. Now we’ve made a dramatic decision. We’re building PMI’s future on smoke-free products. We have developed a range of completely new, innovative product platforms. Our dream is to convert every adult smoker that would otherwise continue to smoke, to these smoke-free platforms. To help us achieve our dream, we need your help.

Ensures exceptional consumer experience across inbound channels by managing external voice and digital agents, safeguarding service quality, and supporting seamless omnichannel operations.

YOUR ROLE WILL BE TO:

• Lead and coach third party Inbound teams (Voice 1st level, Digital Activities: chat, emails, money back agenda).
• Ensure timely and high quality handling of consumer requests across all inbound touchpoints.
• Maintain adherence to CSC processes, service standards, and regulatory guidelines.
• Monitor performance, SLAs, quality scores, and propose actions to improve operational accuracy and speed.
• Promote integration between inbound and outbound streams (handover processes, feedback loops, CRM notes).
• Manage ongoing performance evaluation of external agents.
• Identify capability gaps, drive training programs, and ensure stable knowledge base updates.

REQUIREMENTS FOR THE EMPLOYEE: