Philip Morris Korea Inc. is currently seeking talented, business-savvy professionals to join its Customer Care team, based in Seoul, Korea. This is a unique opportunity to join a world-class multinational company and an industry leader in Korea in a role that will present you with outstanding professional challenges, diverse learning opportunities and career growth.
As part of dynamic Customer Care team, you will contribute to creating memorable customer service experience by developing and managing call center operations for RRP products. You will also analyze the Voice of Customers from multiple channels to contribute to understand their needs. You will also work with various stakeholders both in and out of the Company to establish effective and practical processes. You will have the opportunity to lead and execute Customer Care management plans, and be closely involved in the analysis and reporting of performance.
[OPPORTUNITIES]
- Review and define productivity and quality issues of call centers on a regular basis
- Review and monitor vendor performance, and define action plans to enhance call service quality
- Ensure a customer-centric approach in all actions taken throughout the entire customer life cycle
- Develop proactive service approach within processes to enhance consumer satisfaction
- Professionally handle and help resolve escalated complaints from call centers,
and ensure that processes comply with internal and external requirements
[REQUIREMENTS]
- Bachelor’s or Master’s degree from University
- 0-3 years of experience in call center management
- Good command of written and spoken English and Korean
- Experience in data analysis and reporting
- Customer-oriented mindset
- Strong time management and stress management skills
Philip Morris Korea Inc. is currently seeking talented, business-savvy professionals to join its Customer Care team, based in Seoul, Korea. This is a unique opportunity to join a world-class multinational company and an industry leader in Korea in a role that will present you with outstanding professional challenges, diverse learning opportunities and career growth.
As part of dynamic Customer Care team, you will contribute to creating memorable customer service experience by developing and managing call center operations for RRP products. You will also analyze the Voice of Customers from multiple channels to contribute to understand their needs. You will also work with various stakeholders both in and out of the Company to establish effective and practical processes. You will have the opportunity to lead and execute Customer Care management plans, and be closely involved in the analysis and reporting of performance.
[OPPORTUNITIES]
- Review and define productivity and quality issues of call centers on a regular basis
- Review and monitor vendor performance, and define action plans to enhance call service quality
- Ensure a customer-centric approach in all actions taken throughout the entire customer life cycle
- Develop proactive service approach within processes to enhance consumer satisfaction
- Professionally handle and help resolve escalated complaints from call centers,
and ensure that processes comply with internal and external requirements
[REQUIREMENTS]
- Bachelor’s or Master’s degree from University
- 0-3 years of experience in call center management
- Good command of written and spoken English and Korean
- Experience in data analysis and reporting
- Customer-oriented mindset
- Strong time management and stress management skills