Project Management 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 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.

RESPONSIBILITIES
- Support 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.
- Close follow up on NPS results all our traffic and focus on inner loops to be tackled with the 3rd party provider.
- Tracking of operational performance to positively impact on the Spanish revenue and boost conversion.

**REQUIREMENTS**:
You have:

- A recent university degree in any discipline
- Working fluency in English (C1 level and above)
- Salesforce, Qualtrics and Advance 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: Outstanding 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, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
- Pursue your ambitions and develop your skills with a global business -our staggering size and scale provides endless opportunities to progress.
- Take pride in delivering our promise to society: to deliver a smoke-free future.

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