Contact Care Workstream Specialist

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Learn more: jti.com

Reporting to: Contact Care Oversight Manager

Duty Post: BGC, Taguig City (HQ)

Application Duration: This job posting will remain open until the vacancy is filled.

Contact Care Workstream Specialist

This role is an expanded Consumer and Customer Care Associate position within the Digital Operations Team, reporting to the Contact Care Oversight Manager. The incumbent will run Contact Care operations within their assigned area, focusing on achieving a top-notch customer experience by meeting important metrics like SLA, CSAT, QA Scores, and Agent Retention.

The role involves close coordination with a Contact Care vendor to support training, process improvements, quality assurance, and agent engagement. A key responsibility is establishing “Voice of the Consumer” reporting to collect and share valuable consumer feedback with product teams, aiding ongoing improvements. Strong collaboration with various internal and external teams (such as Marketing, Legal, IT, and Supply Chain) will be crucial to achieving Contact Care goals.

As the Contact Care Workstream Specialist for JTI Philippines, you will:

• Consumer & Customer Care Initiatives: Under direction of Contact Care Oversight Manager to support in the development, launch and ongoing management of a range of Consumer/Customer Care initiatives aimed at building effective relationships and commercial objectives, by means of active, two-way engagement across a range of coordinated platforms
• Consumer & Customer Care Operations: Manage day-to-day operations in collaboration with internal stakeholders and agencies (Brand Marketing, Field Marketing, Sales, Corp Comms & Legal) to support the Contact Care team. Key SPOC between 3P Contact Center team and JTI Internal team. Ensure all Consumer/Customer-related documentation, FAQs, and Communication across relevant platforms are centralized within the platform and cascaded to the agents thru formal and informal training and huddle sessions
• Stakeholder and Project Management: Success in this role will be determined by the ability to manage multiple partners (internal & external) without impact to commited timelines. Ensure that information is cascaded to the working team and that resolution of concerns follow the approved matrix and SLA as defined by the Contact Care team.
• Consumer and Customer Insights: Possess Insighting, Analytics and Presentation skills that will alllow Contact Care to deliver the Voice of the Consumer and will allow the business to best use
• Training and Change Management: Ability to conduct training sessions both in a formal and an informal setting to communicate workstream related information to the vendor and relevant partners
  
  

Good-to-haves

• Preferably with 2-3 years of combined proven work experience in Marketing / Consumer Experience and Engagement Programs / CRM & Loyalty Programs / Digital / BPO
• Experience working for an FMCG company is a plus though other industry experiences are welcome
  
  

Must-haves

• Knowledge of and experience in working in the field of consumer/ customer care & project management preferably within FMCG, Financial or IT/Mobile industries
• Knowledge of the Trade landscape in Philippines and a curiosity to find out about the diverse range of JTIP Customers to deliver an effective Customer Care experience
• Strong empathy and focus on Customer experience and satisfaction
• Working knowledge of platforms and data management systems
• Organized and able to work effectively with multiple stakeholders in cross-functional teams
• Self-motivated and a team-player
• Good interpersonal, communication and presentation skills
• Able to work well in a fast-paced, consensus-driven, diverse environment
• Amenable to a hybrid work setup (2-3x RTO days per week, M-F only with flexi time schedule)
  
  

This job announcement has been prepared following the latest Global mobility policies.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.