Position Title:  Outbound Remote Channel Specialist

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver great solutions and the space to move your career forward in endlessly different directions.

Join our team in Zagreb as an Outbound Remote Channel Specialist and play a key role in shaping exceptional consumer experiences.
In this role, you will coordinate with our third-party vendor to ensure seamless execution of commercial programs, projects, and initiatives through our remote customer service channel. You’ll also provide valuable support to our Inbound Customer Service Center operations when needed—contributing to a connected, consumer-centric service journey.

We offer full-time employment with contract for an indefinite period of time.

Your ‘day to day’

You will be responsible for:

• Supporting deployment of consumer programs, projects and initiatives within the Outbound Customer Service Channel to ensure seamless and effective execution of consumer campaigns across consumer journeys.
• Collaborating cross-functionally with internal teams on the creation and development of outbound consumer campaigns. Coordination of campaign execution with our third-party vendor to ensure timely and high-quality delivery.
• Providing channel-specific consumer insights to help the Consumer Experience team identify and address experience gaps and opportunities.
• Delivering consistent, on-brand service experiences by applying Brand, Marketing, and Consumer Experience guidelines across all outbound interactions.
• Supporting deployment of global customer service processes and knowledge management practices adapting them to local consumer needs and business model.
• Continuously optimizing channel productivity and operational effectiveness. Providing input on the analytics of Remote coaches metrics and consumer feedback

Who we’re looking for

• University degree in economics, business administration or other relevant field.
• 3 years of relevant work experience related to Customer Service Centre operations and/or Customer Care
• Consumer centric mindset.
• Learning on the fly and open to continuously develop.
• Proactive and positive approach to problem solving.
• Strong organizational skills with attention to details.
• Advanced knowledge of MS Office.
• Proficient English and Croatian language skills.

What we offer

Our success depends on colleagues who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
• 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 – our staggering size and scale provides endless opportunities to progress.

To join our growing team, apply no later than August 10th.