Position Title:  Customer Care Executive

Customer Care Executive

Join Philip Morris International for an outstanding role in Armenia ensuring top-notch customer service.

Key Responsibilities

• Manage the Customer Service Center (CSC) by collaborating directly with our third-party service provider, including the hiring and training of CSC staff.
• Ensure operational success and maintain high-quality B2C voice and chat communication at CSC.
• Develop and implement a motivation program for CSC agents, defining SMART critical metrics that drive performance.
• Collaborate with cross-functional teams to coordinate the deployment of programs that integrate with CSC.
• Successfully implement Customer Service Programs, including Warranty and Device Replacement.
• Develop and optimize B2C delivery channels to ensure flawless service.
• Facilitate business processes by being directly involved in crafting frontline-facing CRM functions.
• Lead the sustainability program in the market, contributing to the increased awareness of the circularity of PMI products among consumers.

Requirements

• University degree or equivalent experience, preferably in Business or Management.
• Excellent communication and negotiation abilities, both written and verbal, in Armenian, English, and Russian.
• Strong project management and leadership skills.
• Proven ability to analyze, design, and optimize business processes.
• Ability to collaborate with cross-functional teams, encouraging teamwork and inclusiveness.

What We Offer

At Philip Morris International, we offer a competitive salary and benefits package, along with the opportunity to grow within our world-class organization. You will work with a team of driven professionals who are committed to making a difference. Join us and take part in our mission to build a smoke-free future!