Title:  Consumer Care Manager (Reduced Risk Product)

Job ID:  94511
Country:  Kazakhstan
City:  Almaty
Professional area:  Reduced Risk Product
Contract type:  Permanent
Professional level:  Experienced

Almaty, KZ, 00000


We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

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!


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