Customer Engagement Representative

5 months ago

Auckland City, New Zealand Philip Morris International Full time

Are you ready to #MakeHistory?

At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re in the process of transforming our business and introducing products to work towards a smoke-free future.

With huge change, comes huge opportunity. So, if you are the chosen one, you’ll enjoy the freedom to dream up and deliver better, brighter solutions. You’ll have the chance to work alongside and have endless experiences learning from our teams across the business.

We are currently looking to expand our Customer Care Team based in Auckland, New Zealand. Taking care of both our Consumers as well as our business partners, we have several exciting opportunities on offer. This skill set can fit many types of profiles - Remote or field-based territory managers, call centre executives, tele-sales consultants. We’re looking for the right attitude and the drive to make things happen.

Customer Engagement Representative (Multiple Positions: 12-month Fixed Term Contract)

A core part of how we operate, this team drives our customer service vision to deliver on strong relationships, data driven and KPI centric performance as well as customer level management including cycle planning and execution, aftersales support services, outbound sales, programs and experiments.

A day in the life of a Customer Engagement Representative
- Executing business activities and cycle plans to achieve KPIs and ensuring sales volume is maximised through effective pre-planning & a thorough understanding of the key objectives set for each call.
- Creating and implementing engagement and advocacy plans using remote resources to deliver performance across key indicators.
- Reporting and analysing performance metrics to review gaps, identify opportunities and craft relevant interventions for implementation.
- Building effective relationships with customers, managing service queries, educating on products, programs and initiatives to deliver customer satisfaction as well as driving business growth.

We’re looking for someone who has:

- Demonstrated experience in a sales environment, field based or as part of a call centre environment, driven by data and KPIs for delivery of business results.
- Passion for providing best in class customer service, action orientation to seize opportunities and someone who enjoys a fast-paced environment.
- Excellent communication skills to engage with customers and also share insights through data reporting.
- A customer first mindset, curiosity and active listening to establish effective relationships, understand customer problems and have a solution-focused approach.
- Agility and a hunger to learn quickly when facing new problems, someone who is open to change, can analyse both successes and failures to continually look for opportunities of improvement.

Sound like you? Take on the challenge This is a great opportunity to join a global organisation offering learning and discovery to #MakeHistory

We are also on the lookout for a Customer Care Team Lead, with at least 5 years of customer service experience in a Contact Centre for in and outbound interactions, including aftersales support and sales initiatives with proven leadership experience.

Inclusion and diversity are part of our DNA at Philip Morris Limited. Our priority is to attract, support and retain individuals - no matter their age, gender, religion, sexual orientation or physical ability.

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