Customer Service SME
3 days ago
At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.To make a difference with us, all you need to do is bring your human best.What will your story be? Apply now Learn more: Reporting to: Contact Care Oversight ManagerDuty Post: TaguigDuration: 18 monthsCustomer Service SME (Fixed-term)Responsible in managing the Contact Care initiatives, activities and operations in the assigned workstream with an objective of creating exceptional customer and consumer experience by meeting Contact Care KPIs such as SLA Achievement, CSAT and QA Scores and Agent Attrition Rate. The current workstreams that are being supported by Contact Care are RMC, RRP NS/Ploom, Negosolve and Product Complaints/QMS. As the Contact Care Workstream Specialist in the area of Digital Operations Team, you will: Support the Contact Care Oversight Manager in developing, launching, and managing consumer/customer care initiatives that drive engagement and commercial objectives across coordinated platforms.Oversee day-to-day operations with internal teams and agencies (brand marketing, field marketing, sales, corporate communications, legal) to support Contact Care.Serve as the key SPOC between the 3P Contact Center and internal teams.Centralize and maintain consumer/customer documentation, FAQs, and communications; cascade updates to agents via formal/informal trainings and huddles.Manage multiple stakeholders (internal and external) while meeting committed timelines.Ensure timely information cascade to working teams and resolve issues per the approved matrix and Contact Care SLAs.Deliver actionable Voice of the Consumer insights through strong insighting, analytics, and presentation skills.Lead training and change management, conducting sessions (formal/informal) for the vendor and relevant stakeholderRequirements: Graduate degree of equivalent vocational training in Marketing, Business, Digital, or Media & Communications 2-3 years of combined proven work experience in Marketing, Consumer Experience and Engagement Programs, CRM & Loyalty Programs, Digital, or BPO Knowledge of and experience in working in the field of consumer, customer care & project management preferably within FMCG, financial or IT/Mobile industriesKnowledge of the Trade landscape in Philippines and a curiosity to find out about the diverse range of JTIP Customers to deliver an effective Customer Care experienceStrong empathy and focus on customer experience and satisfactionWorking knowledge of platforms and data management systemsOrganized and able to work effectively with multiple stakeholders in cross-functional teamsGood interpersonal, communication and presentation skillsAble to work well in a fast-paced, consensus-driven, diverse environmentAre you ready to join us? Build your success story at JTI. Apply nowNext Steps:After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.
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