Philip Morris International
1- Customer Care Operations Manager
Job: Full Time
Location: Dubai, UAE
As a Customer Care Operations Manager, you will have a pivotal role to lead the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets.
- Champion Omni-channel care and a consistent customer experience across all consumer touchpoints (Web, Email, Social, CSC, F2F) Lead development and localization of operational care fit for Omni-channel B2C use.
- Focus on Digital Care strategy and solutions to increase service quality and reduce service costs.
- Lead market product care practices and governance which enhance customer satisfaction while creating efficiencies and minimizing costs
- College / university degree. MBA would be an asset
- Experience in managing a customer care team and strategic customer care programs preferably in FMCG, Logistics, or Telecommunications industry
- Previous experience in handling and analyzing sensitive/confidential information from varied sources
- Planning & organization experience with strong problem solving & analytical skills