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 are looking for the brightest talent to be part of a revolutionary change with a global organisation that believes in employee development and career progression.

The scale of our transformation means we are effectively building a vast new business at pace to deliver on our commitments to deliver a smoke free future.

Due to growth, we are currently on the lookout for a Customer Engagement Representative to join the team in New Zealand on a 12 Month Contract. Reporting to the CSC Team Lead, will see you managing relationships with our B2B and B2C channels (Grocery, Petrol & Convenience, Retail, Online) engaging with our customers and consumers.

Your impact:

- Execution of outbound calls, ensuring sales volume is maximized through effective pre-planning & a thorough understanding of the key objectives set for each call. Achieving balance between efficiency, productivity, and quality to optimize outcomes.
- Executing cycle plans working closely with our field team to achieve daily KPIs and reporting on performance to address gaps and identify opportunities.
- Build, maintain and grow effective relationships with customers. Educating them on PMNZ initiatives, product benefits and guiding them on how to maximize effectiveness to drive overall customer business growth whilst providing tailored solutions and addressing customer needs.
- Identify opportunities and provide feedback for the continuous improvement of operations and processes to improve customer experience.

Who we are looking for:

- 1-2 years’ experience in a similar role - FMCG industry experience is highly advantageous.
- Demonstrated experience in a sales environment, field based or as part of a call center environment (inbound/outbound) driven by data and KPIs for delivery of business results.
- Proactive with a 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 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.

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.

With huge change, comes huge opportunity. So, wherever you join us, you will enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

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