Customer Care Supervisor

Company: Philip Morris International

Monitor and track customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous...

Are YOU interested in gaining knowledge and developing in the customer service area in an international work environment? Are you a resourceful and creative problem solver and you enjoy cooperation with customers? Do you possess well developed communication skills and the resilience to cope with challenges? If the answer is yes, we’d like to hear from you!

 

RISE TO THE CHALLENGE

 

Philip Morris Management Services Middle East Ltd. is looking for talented Customer Care Supervisor to join the team in Dubai. As Customer Care Supervisor you’ll lead the operational rollout of customer care program in UAE

 

Specifically, you will:

 

• Follow up and resolve escalations from customer complaints within SLA in coordination with relevant stakeholders (inclusive of ecommerce, returns, customer dissatisfaction) to ensure a timely resolution keeping the customer at the heart of the process as all times
• Drive continual process improvement through monitoring, benchmarking and investigation of any dissatisfactions or complaints
• Monitor and track customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements
• Own any local Crisis Management (Talking Points) escalations ensuring all stakeholders are engaged in a timely manner
• Introduce and monitor appropriate measurement of key performance indicators (Call Centre & In Store)
• Ensure the legal and optimised use of customer data during and after interaction
• Initiate weekly/monthly meetings with management to ensure customer satisfaction is maintained at agreed KPI's
• Frontline staff knowledge enhancement

 QUALIFICATIONS: 

• You have 5 years of experience in the following areas: customer service, e-commerce and CRM
• You have ability to multi-task in a dynamic environment
• You are able to build relationships, solve problems, impact and influence
• You are a resourceful and creative problem solver
• You possess client centric mentality
• You are self-motivated, driven and the desire to help
• You have excellent communication skills both verbal and written
• You have excellent command in English (both written and spoken). Arabic is a plus.

WHAT WE OFFER: 

YOU will obtain the unique opportunity to participate in the growth of the organization and the professional advantages of expanding your horizons in a truly international environment that supports your development. 

If you are interested and match our profile, please apply on-line until July 3rd, 2017

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