Customer Service Specialist

Are you a customer service expert looking for an exciting opportunity to shape the future of customer care? Join us in a major marketing transformation as we build a consumer-centric care team dedicated to creating a smoke-free future. If you’re passionate about delivering exceptional customer experiences and thrive on innovation, this is your chance to make a significant impact. As a Customer Service Center Specialist, you will play a pivotal role in developing and implementing powerful customer care concepts, strategies, and service catalogues. Your cross-industry expertise will help us set new standards for customer service excellence. Your day to day • Innovative Strategy Development: Drive the creation of a dynamic Customer Care strategy that aligns with our innovative product commercialization and long-term goals. Your insights will be crucial in shaping a future-focused customer experience. • Empowerment and Mentorship: Lead the implementation of PMI’s Customer Care training framework. Through coaching and mentoring, you'll empower our team to deliver unparalleled service. • Global and Local Impact: Spearhead the deployment of global service strategies and tailor them to local needs. Present forward-thinking service concepts and strategies to Senior Management, drawing from global best practices and local customer insights. • Pioneering Service Offerings: Collaborate across functions and with service partners to introduce groundbreaking service offerings. Identify and capitalize on service improvement opportunities, ensuring our processes are always evolving. • Vendor Excellence: Oversee vendor relationships, ensuring top-notch service delivery while maintaining cost-effectiveness. Your leadership will ensure we consistently exceed customer expectations. • Knowledge Leadership: Keep all toolkits, content, and training materials up to date. Establish a comprehensive training framework to continually upskill our partners. • Comprehensive Reporting: Develop a robust reporting framework that includes key metrics, documentation, and processes. Your work will ensure transparency and continuous improvement. • Strategic Market Support: Lead quarterly Service Review Meetings to provide a clear and current view of PMI services in the market, ensuring alignment with our strategic objectives. • Collaborative Commercialisation: Partner with all market functions to craft a commercialization support strategy, business development plan, and service roadmap. Your collaboration will drive our market success. • Seamless Communication: Foster an environment of clear communication between service organizations and collaborators, enhancing our service offerings and processes. • Adaptability and Innovation: Embrace change and ambiguity, using them as opportunities to innovate and lead our customer service initiatives. Who we are looking for • Matric qualification is required; a relevant university degree is a plus. • Extensive experience in customer care and service operations within a call centre environment is non-negotiable, especially in fast-paced markets. • Proven leadership in customer service roles, with a strong foundation in management training. • Background in cross-functional roles, including supply chain, COD, and operations, is preferred. • Expertise with CRM systems, customer retention programs, complaints management, and Customer Care Operations in the consumer electronics/FMCG sectors. • Exceptional analytical and problem-solving skills, with a knack for deriving actionable insights from customer feedback. • Outstanding interpersonal, written, and verbal communication skills. • Experience in mediation and conflict resolution. If you’re ready to take on a challenging and rewarding role that will allow you to make a real difference in the customer service landscape, we’d love to hear from you. Join us and be part of a team that's revolutionizing customer care!