Manager Customer Service Center - , Prague, Česká republika - Philip Morris International

Popis

What is the role about?Lead the Customer Care team of 10+ to achieve high customer satisfaction and superior user experience across all categories and channels of interactions, including but not limited to call, online chat and social media.

Define CSC long term strategy for CZ market, maintaining adherence to global processes and local regulation.

Maintain day to day operations, driving efficiency of, and managing relationship with 3rd party agency, with responsibility for sales performance defined and attributed to the CRC channel.

Be a partner for senior business stakeholders and managers to enable full capture of CSC potential for the business in the short-, mid- and long-term perspective of the CZ market.

What will you do?

• Lead team of 10+ managers and experts, maintaining high performance and motivation to deliver excellence across customer care strategy, inbound and outbound operations and vendor management.
• Define and execute a mid- and long-term strategy for Customer Care in CZ market, in line with local and global guidance.
• Oversee inbound/ outbound operations, deploying global, local guidelines to deliver best-in-class customer experience. Drive efficiency of operations around online and offline channels of communication delivering against a cost per contact objective and ensuring progress around digitization of customer care interactions.
• Ensure deployment of global processes and knowledge management for customer service with respect to local consumer requirements and service model.
• Own the channel P&L and commercial performance, contributing towards overall market business performance in line with set objectives.
• Maintain Vendor/Agency (call center) management (~80 HC), ensuring high quality services provided and efficiency of operations

Skills and competencies:

Education:
College/University<>College/University Degree in Business Administration or Finance.

• MBA/Postgraduate degree considered an asset.

Experience: 8+ years overall experience in Customer Service, including minimum 2 years in managerial position.

• People Management
• Cross functional thinking and strong interdisciplinary project management skills needed, as main projects have interdependencies with other departments (Logistics, Retail, Finance, Legal, IT, Development and Deployment)
• Strong digital background or savviness necessary as strong IT/system/digital focus
• Process driven mindset
• Strong understanding for development and deployment
• Analytical skills necessary for understanding data.

Strong written and verbal skills for communication stream- Czech & EnglishWHAT WE OFFER:
We offer a competitive salary and excellent benefits package such as:

• Flexible working hours / home office possibility
• 25 vacation days and 4 health days
• Summer/winter vacation contribution
• 11 000 points in Benefit Café,
• Multisport card, Meal tickets
• Life & accident insurance,
• Pension plan with contribution (3rd pillar)
• Benefit car