Customer Care Intern

hace 3 meses

Madrid, España Philip Morris International A tiempo completo

Be a part of a revolutionary change

Times 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 program

You 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 UCJC

THE OPPORTUNITY

You will be part of the Customer Care team in Philip Morris Spain.

We are looking for

A sharp and analytical mind, with strong good communication skills, to help with the design and implementation of the customer care initiatives (local and global) and to ensure a smooth performance of the inbound and outbound services available. You will ensure that the customer care content offered to consumers across all touchpoints is relevant, harmonized, complete, consistent, updated and in ideal format, with the appropriate tools to execute it and track it.

RESPONSIBILITIES:

- Support the implementation of the strategy for the Customer Care services, in partnership with our global teams and our third-party provider.
- Create/update key documentation and content (FAQs, Talking points, CC info & processes) for touchpoints to perform customer care services (info, registration, diagnostic, swaps, refund, maintenance).
- Create new roles and maintain existing ones.
- Support the development of Knowledge tools to provide customer care knowledge across all touchpoints (Call center, in alignment with other PMI teams to ensure standardize messages) & identify action plans to boost the knowledge results / reports deviations.
- Develop and adapt materials (user manuals, leaflets) with customer care content, in cooperation with the Customer Care central team (WE CARE tool, FUSE, etc ).
- Develop Premium Service packages and communications that generate awareness/understanding of the services, processes & training materials while facilitating customer access to them.
- Ensure KPIs are met by the provider, and that action plans are put together in case these are missed. These action plans will need to be agreed with the third party provider.
- Analysis of calls, and chat, patterns, to predict training gaps, or agent’s needs, consumers satisfaction and areas of improvement in operations.
- Close follow up on NPS results all our traffic and focus on inner loops to be tackled with the 3rd party provider.
- Training requirements and Quality plans to be reviewed periodically with the provider.
- Data Privacy and incidences weekly reviews.
- Tracking of site´s capacity and periodical updates to central team on volumes deviations to ensure accurate forecasting exercises with the provider.
- Agents’ performance review with provider to properly identify outliers and high performers and build action plans to tackle the provider’s needs.

**REQUIREMENTS**:
You have:

- A recent university degree in any discipline
- Working fluency in English (C1 level and above)
- Salesforce, Qualtrics, MS Office but with an Advanced Excel level

You also have:

- Communication Skills: Excellent written and verbal communication skills to interact with customers, team members, and stakeholders.
- Problem-Solving: Strong analytical and problem-solving skills to identify issues and find creative solutions to improve the consumer experience.
- Project Management: Organizational skills to manage and implement consumer experience improvement projects.
- Continuous Improvement: A mindset focused on continually improving the consumer experience based on feedback and data analysis.
- Empathy: The ability to understand and empathize with customers' concerns and needs, providing a personalized experience.
- Game Changer: Ability to adapt to a changing environment.
- Our success depends on the men and women who come to work every day with a sense of purpose and an appetite for progress. Join PMI and you too can:

- Seize the freedom to shape your future and ours. We’ll empower you to take risks, experiment and explore.
- Be part of an inclusive, diverse culture, wher

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