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Job Description

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 one clear purpose – to deliver a smoke-free future.

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.

We are looking for Customer Care Operation Executive who will be based in Jakarta

Customer Care Executive is backbone to ensure service excellence delivered to Reduced – Risk Products (RRPs) customer and drive initiative to grow business for RRPs. You are responsible to ensure the implementation of Customer Care strategy to business deliverables and projects or programs prepared by business and other key stakeholders applied firmly and obtain the objective.

Your 'day to day':
  • Govern operation processes, systems and flows to interaction touchpoints, optimize interaction opportunity to identify customer need, expectation and propose improvement
  • Monitor customer issue(s), perform comprehensive investigation to propose effective resolution in addressing customer issue for short term while analyze and define potential issue that might occur in long term
  • Analyze customer care interaction data to obtain insight and learning for business owner and provide improvement opportunity proposal for impactful business objective
  • Govern capacity planning and allocation for interaction touchpoints, monitor KPI achievement for operational customer care and prepare mitigation plan towards potential issue in system and flow process
  • Liaise with respected department, logistic/finance/IT/third parties to ensure impactful quality of service delivery towards customer needs or pain points
  • Deploy key activities from Global Toolbox and Market Initiatives, ensure excellence implementation and prepare frequent report and insight to business owner

Who we're looking for:
  • Bachelor’s or master’s degree from any major
  • 2-3 years’ experience in FMCG/corporate Customer Care strategy and Operation
  • Strong drive for results and firm decision-making as the result of comprehensive understanding towards objective
  • Strong learning agility coupled with structured and excellent analytical thinking
  • Solid business perspective to allow strategic recommendations towards excellence deployment
  • Courageous, comfortable with ambiguity and agile working environment
  • Excellent collaboration and communication skill for internal and external partner
  • Fluency in English, both written and verbal.

What we offer:
Our success depends on our talented employees who come to work here 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.
  • Take pride in delivering our promise to society: to deliver a smoke-free future

To join our growing team…

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Job Detail

  • Job Id
    61db4bfc5302f947
  • Location
    id
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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