Customer Care Team Leader, Auckland

Are you ready to #MakeHistory? At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re in the process of transforming our business and introducing products to work towards a smoke-free future. With huge change, comes huge opportunity. So, if you are the chosen one, you’ll enjoy the freedom to dream up and deliver better, brighter solutions. You’ll have the chance to work alongside and have endless experiences learning from our teams across the business.We are currently on the lookout for a Customer Care Team Leader based in Auckland, New Zealand. Reporting to the Manager Customer Care (CSC)&eComm Trading, this role supervises, coaches and leads the CSC Engagement Executives with on the job training and mentoring to ensure operational execution of the channel and touchpoint. This includes both aftersales support services (reactive) and also outbound sales and initiatives (proactive) engagements with both the local NZ customer base and Australian customers.A day in the life of a CSC Team Leader: Responsible and accountable to lead the team in providing best in class service Continuously evaluate gaps in skills and training opportunities Support and nurture team members to ensure continuous growth and improvements of service delivery Set clear workload and call volumes for the Team to meet expected KPIs/output and customer needs.Supervise the team to ensure all interactions with customers are captured on the relevant CRM system with full and accurate recording of interactions with all customers and other critical information pertaining to these interactions. This includes weekly and monthly reporting. We’re looking for someone who has: Minimum 5 years of customer service experience in the Contact Centre for in- and outbound interactionsExperience in Aftersales Hypercare support, Team Leader/Supervisor in a similar operational environment is advantageous High level of communication skills, able to maintain fluent conversation on various topics without written scripts Excellent problem solving skills Knowledge of central telephony systemsSelf driven with the ability to manage a team directly and deliver results Ability to multitask, work under pressure and remain calm at the same time This is a great opportunity to join a global organisation offering a lifetime of exploration and discovery to #MakeHistory! Please apply by 31 August 2023, applications will be reviewed on an ongoing basis.Inclusion and diversity are part of our DNA at Philip Morris Limited. Our priority is to attract, support and retain individuals– no matter their age, gender, religion, sexual orientation or physical ability. Candidates must be eligible to work in New Zealand to be considered for the role. About the company Philip Morris International (PMI) is a leading international tobacco company engaged in the manufacture and sale of cigarettes, smoke-free products and associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S.#J-18808-Ljbffr