Project Management Customer Care Intern

hace 2 meses

Madrid, España Philip Morris International A tiempo completo

.Be a part of a revolutionary changeTimes are changing at PMI. We've chosen to do something big. The world expects us to act responsibly. And we are doing just that by transforming our business and building our future on one clear purpose – to deliver a smoke-free future.This transformation will revolutionize every area of our business. The products we sell. Where we sell them. How they're manufactured and delivered. The way we talk to our customers and engage with society.It's the perfect setting place to start your career. As you take your first steps, you'll have the backing of a multinational business combined with the freedom of a start-up. You'll bring a positive mindset and fresh perspective to projects that can make a huge difference to so many.About the BRIDGE programYou will be a part of the PMI's family during your 6+6 months long, full-time internship. During the program you will perceive monthly scholarship of 944€ (gross salary). You will have the opportunity to benefit from the fully paid online Master, validated and recognized by Universidad Camilo Jose Cela and Fundación Universitaria y de Empresa.- Please note that we do not sign University agreements for curricular internships, as we already sign one with the financed Masters at UCJCTHE OPPORTUNITYYou will be part of the Customer Care team in Philip Morris Spain.We are looking for...A person with good project management skills, with good communication skills, and a sharp eye with data to help implement and manage 2 key projects in the customer care team. You will ensure that the customer care activities are profitable and that systems allow us to perform continues improvements in the operations. Ability to inspire and connect with other teams, and to bring deliverables and actions on timely manners, is a must.RESPONSIBILITIESSupport the implementation of the strategy for the Customer Care services, in partnership with our global teams and our third-party provider.Leading new initiatives and projects to be implemented in our market, to boost profitability and operational enhancements.Understand the requirements of each project to involve the proper teams and deliver on time the expected outcomes.Support the development of roadmaps, journeys and knowledge tools, to provide customer care knowledge across all touchpoints of the projects & identify action plans to boost the knowledge results / reports deviations.Keep a close eye on hypercare period after the implementation of each project to guarantee a smooth performance, by tracking each Key Performance Indicator.Develop Premium Service packages and communications that generate awareness/understanding of the services, processes & training materials while facilitating access to them.Ensure KPIs are met by the provider, and that action plans are put together in case these are missed.Analysis of calls, and chat, patterns, to predict training gaps, or agent's needs, consumers satisfaction and areas of improvement in operations

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