Customer Support Executive (Mandarin-Hokkien Speaker)

Philip Morris International; Makati; Hybrid; PHP 391,000 - 670,000; Full time

Job summary

Philip Morris International is seeking a Customer Support Executive in a hybrid role based in Makati for Singapore retailers. You will handle inquiries, onboarding, and digital platform support while engaging with multiple internal teams.

The ideal candidate has 2+ years in customer service, strong English and Mandarin, and familiarity with CRM/ticketing tools. Employment may be fixed-term or permanent, with a focus on retailer satisfaction.

Qualifications

• Bachelor's degree in a relevant field.
• 2+ years of experience in customer service or related roles.
• Experience supporting customers via phone, email, and digital channels.
• Experience with B2B customers, retailers, distributors, or trade partners is a plus.
• Familiarity with CRM or ticketing systems is advantageous.

Responsibilities

• Act as primary contact for Singapore retailers, providing customer support and retailer engagement.
• Resolve customer concerns while meeting service standards and escalation requirements.
• Maintain accurate records, case documentation, and follow-up activities.
• Conduct outbound retailer engagement activities, onboarding, promotions, retention initiatives, and education.
• Support retailer adoption of PMI digital platforms and customer engagement solutions.
• Assist retailers with registration, onboarding, troubleshooting, and platform navigation.
• Collaborate with Commercial, Field Force, Logistics, Digital, and Customer Service teams for seamless experience.
• Identify opportunities to improve customer experience and operational efficiency.

Skills

Fluent English

Mandarin

Hokkien

Simplified Chinese

CRM platforms

Ticketing systems

Education

Bachelor's degree in Business Administration, Marketing, Communications, Customer Service, or related field

Tools

CRM platforms

Ticketing systems

Job description

Please note this may be for a fixed-term or a full-time permanent employment opportunity, subject to applicable local labor laws and company policies.

Be a part of a revolutionary change

At PMI, we're transforming our business and building our future on smoke-free products. Join us and help deliver exceptional experiences for our customers while contributing to one of the world's most exciting business transformations.

Your 'day to day'

As a Customer Support Executive, you will be the primary point of contact for Singapore retailers, providing customer support, retailer engagement, and digital platform assistance. You will help strengthen retailer relationships while supporting PMI's commercial and digital initiatives.

You will

• Manage retailer inquiries related to orders, deliveries, payments, product information, account maintenance, commercial programs, and digital platforms.
• Resolve customer concerns while meeting service standards and escalation requirements.
• Maintain accurate customer records, case documentation, and follow-up activities.
• Conduct outbound retailer engagement activities, including onboarding, follow-ups, promotions, retention initiatives, and customer education.
• Support retailer adoption of PMI digital platforms and customer engagement solutions.
• Assist retailers with registration, onboarding, troubleshooting, and digital platform navigation.
• Collaborate with Commercial, Field Force, Logistics, Digital, and Customer Service teams to ensure a seamless retailer experience.
• Identify opportunities to improve customer experience, service quality, and operational efficiency.

Who We're Looking For

• Bachelor's degree in Business Administration, Marketing, Communications, Customer Service, or a related field.
• 2+ years of experience in Customer Service, Contact Center Operations, Sales Support, Retail Support, Account Management, or similar customer-facing roles.
• Experience supporting customers through phone, email, and digital channels.
• Experience working with B2B customers, retailers, distributors, or trade partners is preferred.
• Familiarity with CRM, ticketing, or customer service platforms is an advantage.
• Fluent English and Mandarin communication skills.
• Professional proficiency in Hokkien for business interactions with Singapore retailers.
• Ability to read and write Simplified Chinese for business communications.

Work Schedule and Location

• Generally, Mondays to Fridays, on a hybrid work arrangement for a fixed-term period
• Based in 8 Rockwell, Makati Head Office

What We Offer

At PMI, you'll enjoy the freedom to innovate, grow your career in a global environment, and contribute to a smoke-free future. We offer competitive rewards, development opportunities, and the opportunity to make a meaningful impact.

Join us and help shape a smoke-free future.

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