Customer Support Executive (Mandarin-Hokkien Speaker)

Philip Morris International; Philippines; Hybrid; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Hybrid work arrangement

Career development opportunities

Competitive rewards

Job summary

Philip Morris International is seeking a Customer Support Executive to be the primary liaison for Singapore retailers, delivering courteous support across orders, payments, and digital platforms. You will engage retailers, onboard new users, and coordinate with cross-functional teams to ensure a seamless shopping experience.

The role requires a Bachelor’s degree and 2+ years in customer-facing roles, with fluency in English and Mandarin, plus business-level Hokkien and Simplified Chinese as

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or related field.
• 2+ years in Customer Service, Contact Center Operations, Sales Support, Retail Support, or similar.
• Experience supporting customers via phone, email, and digital channels.
• Familiarity with B2B customers, retailers, distributors, or trade partners is a plus.
• CRM/ticketing platforms experience is advantageous.

Responsibilities

• Serve as the primary contact for Singapore retailers, handling inquiries related to orders, deliveries, payments, and product information.
• Resolve customer concerns while meeting service standards and escalation requirements.
• Maintain accurate records, case documentation, and follow-up activities.
• Conduct outbound retailer engagement, onboarding, promotions, retention initiatives, and customer education.
• Support retailers with registration, onboarding, and digital platform navigation.
• Collaborate with Commercial, Field Force, Logistics, Digital, and Customer Service teams to ensure seamless retailer experience.
• Identify opportunities to improve customer experience, service quality, and operational efficiency.

Skills

Customer service

Communication skills

Multilingual English/Mandarin

Cross-functional collaboration

Education

Bachelor's degree in business/marketing/communications

Tools

CRM systems

Ticketing platforms

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.