Title:  Consumer Care Manager (Reduced Risk Product)

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Learn more: jti.com

Consumer Care Manager (Reduced Risk Product)

What this position is about – Purpose:

The purpose of this role is to deliver the best-in-class consumer care service for Reduced Risk Products in Kazakhstan, focusing on enhanced consumer experience and creating a seamless journey at every step, from the first contact to becoming a product ambassador.

What will you do - Responsibilities:

• Execute the best-in-class Consumer Care service in Kazakhstan in line with Global Operating Model and in close cooperation with Global Consumer Care
• Work closely with the global team to implement necessary tools, solutions, and processes to deal with consumers' requests related to product functionality and quality
• Localize global training materials, scripts, and knowledge base
• Support complaints escalation and handling in line with procedures
• Develop smooth product returns and refunds process with the third parties
• Manage and control Consumer Care agents' work & communication
• Monitor and track the correct implementation of processes and initiate corrective changes, if necessary
• Regularly analyze and report consumers complaints and identify opportunities to enhance consumer experience through service excellence, best practices and the latest standards
• Execute Reduced Risk Products quality management in compliance with the company procedures
• Create and execute in close collaboration with Brand, Digital, and Consumer Activation teams programs focusing on consumer loyalty building
• Set up and execute the process of effective budgeting and product volume planning & control for the area of responsibility
• Lead internal communication - analyze effectiveness, create content, ensure a high engagement rate, and monitor effectiveness.

Who are we looking for - Requirements:

• University Degree, preferably in Management, Business Administration or Marketing
• 3-4 years experience in a Consumer Services Centre or Contact Service Centre in Process Development / Improvement
• Reduced Risk Product category knowledge would be beneficial
• Fluent Russian and English, both verbal and written, Kazakh as a benefit.
• Computer savvy in MS Office tools with a good understanding of Business Process Mapping tools and knowledge of Consumer Care systems such as Telephony Platforms, E-commerce and Order Management Platforms, and Ticketing systems
• Ability to analyze new business requirements and process improvement initiatives, understand their impact and value, and present recommendations to stakeholders
• Analytical mindset, with the ability to suggest improvements, strong problem-solving orientation, and proactivity
• Excellent systematic & logical thinking with the ability to break down complex requirements
• Ability to prioritize and focus on the most important things
• Excellent coordination and communication skills, ability to work under time pressure
• Adapt easily and rapidly to any changes and be at ease with working in a dynamic and complex environment
• Positive ‘can do’ attitude, team player, high self-motivation, and strong commitment.

What can you get - Benefits:

• ​​​​​Flexible working hours
• Transportation and lunch
• Competitive salary
• Access to company’s trainings and seminars
• Comprehensive health insurance
• Life & Disability insurance
• Well-being programs for employees.

What are the next steps – Recruitment process:

Thank you very much for your interest in the role. You are welcome to apply!