Customer Service Center Executive Sr

Philip Morris International; Buenos Aires; On-site; ARS 900,000 - 2,100,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Philip Morris International is seeking a Customer Service Center Sr Executive in our Commercial group. The role focuses on ensuring the operation and continuous improvement of the contact center ecosystem, working with external service providers and internal stakeholders.

You will develop standards, end-to-end processes, and KPIs across channels, while managing cost per interaction and ensuring data security compliance.

Qualifications

• University degree in Business Administration, Marketing, Engineering or similar fields.
• Advanced English (mandatory).
• Solid experience in Contact Center Operations, Customer Service, Customer Experience, Vendor Management, or a related function.
• Experience designing, implementing, and improving operational processes.
• Demonstrated ability to influence stakeholders, manage projects, with strong data driven and decision making skills.

Responsibilities

• Develop & deploy the contact center standards and guidelines with local service vendor.
• Develop & deploy integrated contact center end to end process and operational procedure manuals, across all relevant contact channels to ensure a consistent, standardized and positive experience.
• Develop & deploy operating procedures to manage day-to-day Contact Center operations, including SLAs & Business Performance KPIs.
• Deploy brand/product campaigns/next best actions and initiatives across the end-to-end customer journey and foster the feedback loop back to the business.
• Manage P&L, optimizing cost per interaction and resource utilization whilst driving the business towards profitability.
• Maintain SOP adherence for all contact center topics, ensure compliance with data security and other regulations.
• Monitor & highlight operational opportunities for service innovation across the channel.

Skills

Contact Center Operations

Customer Service

Vendor Management

Data-driven decisions

Stakeholder influence

Process design

Advanced English

Education

Bachelor's degree

Job description

Location: Vicente Lopez, Buenos Aires

Working Pattern: Hybrid, 3 days on site per week

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose—to deliver a smoke-free future. With huge change comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

We are looking for Customer Service Center Sr Executive in our Commercial who will play a key role in ensuring the successful operation and continuous improvement of our customer contact center ecosystem, working closely with external service providers and internal stakeholders.

What You’ll Do

• Develop & deploy the contact center standards and guidelines with local service vendor;
• Develop & deploy integrated contact center end to end process and operational procedure manuals, across all relevant contact channels to ensure a consistent, standardized and positive experience;
• Develop & deploy operating procedures to manage day-to-day Contact Center operations, including SLAs & Business Performance KPIs;
• Deploy brand/product campaigns/next best actions and initiatives across the end-to-end customer journey and foster the feedback loop back to the business;
• Manage P&L, optimizing cost per interaction and resource utilization whilst driving the business towards profitability;
• Maintain SOP adherence for all contact center topics, ensure compliance with data security and other regulations;
• Monitor & highlight operational opportunities for service innovation across the channel.

Skills & Capabilities

• University degree in Business Administration, Marketing, Engineering or similar fields;
• Advanced English (mandatory);
• Solid experience in Contact Center Operations, Customer Service, Customer Experience, Vendor Management, or a related function;
• Experience designing, implementing, and improving operational processes;
• Demonstrated ability to influence stakeholders, manage projects, with strong data driven and decision making skills.

Equal Opportunities Statement

We believe that diverse perspectives and experiences make us stronger. As an equal opportunity employer, we are committed to creating a workplace where every individual feels welcomed, respected, valued, and empowered to reach their full potential.

We encourage applications from people of all backgrounds and identities, and provide reasonable accommodations to ensure an accessible recruitment process. If you need support or adjustments during your application, let us know—we’re here to help you succeed.