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 better, brighter solutions and the space to move your career forward in endlessly different directions.


TERMS OF EMPLOYMENT
- Contract Type : Permanent
- Work location : Philip Morris Korea, 10, Gukjegeumyung-ro, Yeongdeungpo-gu, Seoul, Korea


[Purpose]
This position is accountable for development customer care projects and maintaining call center operations are well delivered with meeting KPIs
- Objectives, procedure development and set up through coordination with external (3rd party service providers) and internal (OC, RHQ, market) stakeholders
- Initiate projects/programs to improve consumer experience using customer care assets
- Gain a good understanding of project stages and administrative processes to aid the smooth management from initial brief to final build, delivery and project reporting
- Development/management of customer care KPIs
- 3rd party service vendor management including call center service provider

YOUR ‘DAY TO DAY’
1) Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, progress and learnings
2) Assist in preparing and updating project administration documents, timelines, meeting notes, external contractor briefs, status reports and financial reports
3) Assist with managing the creative and delivery output process, including briefing client feedback to team members and assist in managing delivery of key stages of work
4) Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
5) Ensure Risks and Issues are being tracked and mitigated/resolved
6) Make sure call center operations in various formats are addressing consumers needs and at the same time to evolve to meet operational excellence
7) Continuous improvements and transformations in regards to call center operations in every possible angle all the way from operation hour, number of agents, price scheme and etc.
8) Define metrics to achieve and control operational precision and flawless execution. Manage and drive vendors to achieve key metrics (Customer Satisfaction Indicators, Performance metrics, Service level and costs). Control budget and resources.

WHO WE’RE LOOKING FOR
- 10 years or more experience in customer care (preferably in electronics, health care industry)
- 5 years or more in managerial position
- Strategic thinking and collaborative working attitude
- Exceptional communications and presentations skill
- Familiar with diverse call center systems: CRM solutions(SalesForce, Oracle, etc), CTI(Genesys, Twilio, etc), Call recording. Chatbot(Watson, Google, etc), Data analytic tools(Power BI, eMite, etc)