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Lead Customer Care

Rothmans, Benson & Hedges

This is a Contract position in Toronto, ON posted June 16, 2019.

Do you have an entrepreneurial spirit and have a “can do” attitude?

Are you proactive, detail oriented and able to build strong interpersonal relationships?

Do you put the consumer at the heart of everything that you do?

Do you have a continuous improvement mindset and are you passionate about mentoring, inspiring and developing people?

If the answer is yes, then we’d like to hear from you.

Rise to the challenge As Lead Customer Care, you will be working on the development and execution of customer service strategy of Reduced Risk Products (“RRP”) working in close collaboration and partnership with Teleperformance, our 3rd party provider.

You will be responsible for the execution of best in class inbound sales and service strategy, as well as outbound lifecycle programs including customer onboarding, conversion and retention programs
– leveraging service cloud and interactive (call, text, email, chat) messaging capabilities.

You will ensure customers receive convenient, premium and innovative service solutions in order to retain existing users and grow Net Satisfaction Score / CSAT.

You are going to: Propose and develop pre and after sales strategies for RRP including deployment of various consumer care programs in collaboration with the with global customer care strategy team.

Develop new tools & channels to achieve enhanced customer experience for Legal Age Users while continuously look for efficiencies and alignment with existing market & industry best standards.

Manage strategic and day-to-day operations of Customer Service Center RRP / B2C customers via global partner Teleperformance.

Ensure quality of services received, drive innovations and new developments, by constantly analyzing various operational insights and spotting areas of improvement.

Ensure timely resolutions of customer cases, by escalating it to relevant decision makers.

Work in close collaboration with marketing and CRM teams to focus on execution of customer retention programs.

Develop & execute lifecycle management program to ensure that Legal Age Users stay with the RRP through device changes.

Provide best-in-class device servicing & consumer case resolution by ensuring highest levels of consumer service centers operations, relevant policies & escalation procedures in place.

By acquiring various reports, KPIs and data from customer touchpoints contribute to development of other business areas such as e-commerce, loyalty programs, self-service platform, CRM, etc.

Manage resources effectively and efficiently to deliver objectives within agreed budget.

Apply the highest standards of integrity and full compliance with all applicable laws and PMI Principles & Practices.

Main Qualifications/Abilities: College/University degree in Business Administration or IT 3-5 years’ experience in a call center, preferably in electronic goods industry or Omni channel retail.

3
– 5 years’ managerial experience Strong communication skills Self
– starter with strong organizational and leadership skills WHAT WE OFFER We offer the opportunity to join a global business leader where you can grow in a wide range of business functions.

You will have the chance to build your professional expertise, business understanding, and leadership capabilities in a collaborative, challenging and results-oriented environment.

Our Customer Care department fosters excellence in execution and is comprised of dedicated people all working together to continue to grow our status as industry leaders.

We offer our employees a competitive salary, an attractive compensation package, including flexible work schedules, health and wellness programs, and attractive benefits options.

WHO WE ARE?

We are Rothmans, Benson & Hedges Inc.

Philip Morris International’s subsidiary in Canada -an International Fortune 500 Company.

Today we are Canada’s second largest tobacco company.

In addition, RBH Inc.

was awarded Top Employer for 2017, 2018 & 2019.

We currently employ over 700 people throughout our six corporate and sales offices and our factory.

Our parent company PMI is one of the world’s leading international tobacco company.

In addition to the manufacture and sale of cigarettes, PMI is engaged in the development and commercialization of Reduced-Risk Products (“RRPs”).

RRPs is the term we used to refer to products that present, are likely to present, or have the potential to present less risk of harm to smokers who switch to these products versus continued smoking.

PMI has a range of RRPs in various stages of development, scientific assessment and commercialization.

Click on the following link to learn more about the science behind the RRPs: https://www.pmiscience.com/ Rothmans, Benson & Hedges is committed to providing equal employment opportunity for all current and prospective employees, as well as to promoting a culture of inclusion and respect for each individual.

We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences and perspectives to the organization.

It is this diversity that adds value to our teams, as well as to our stakeholders.

In particular, we are committed to providing equal employment opportunity regardless of race, ancestry, colour, religion, sex, marital/family status (including pregnancy), national origin, sexual orientation, immigrant and newcomer status, gender identity/expression, age, citizenship, or disability.

We consider qualified applicants who have passed the criminal background checks, consistent with legal requirements.

We strive to recognize and value diversity and equity, and to ensure the inclusion of underrepresented groups and the four designated groups: women, Indigenous peoples, persons with disabilities and members of visible minorities.

We value, respect, and equally support applicants from these groups.

We welcome and encourage applicants to reach their full potential with us.

If you are unable to apply for a position online, or require any further accommodation during our recruitment process, please contact: AODA.RBHrbhinc.ca.