Contact Care Workstream Specialist (Temporary)
- Компания: JTI
- Город
- Зарплата:
- Размещено: 2025-08-01 10:43:27
Описание
At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.
To make a difference with us, all you need to do is bring your human best.
What will your story be? Apply now!
Learn more: jti.com
Reporting To: Contact Care Oversight Manager
Duty Post: Taguig City
Contract Duration: 3 months
Contact Care Workstream Specialist
The Contact Care Workstream Specialist is responsible for managing Contact Care operations across assigned workstreams within digital operations to ensure exceptional customer and consumer experiences by achieving key KPIs such as SLA, CSAT, QA Scores, and Agent Attrition Rate. The role involves close coordination with the Contact Care vendor to support training, process improvement, QA, agent engagement, and stakeholder collaboration. It also leads the Voice of the Consumer (VOC) reporting to provide actionable insights for continuous improvement and requires strong cross-functional partnerships with internal teams such as Marketing, Legal, Finance, and IT.
What you will do:
Consumer & Customer Care InitiativesUnder direction of Cpntact 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 platformConsumer & Customer Care OperationsManage 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 sessionStakeholder and Project ManagementSuccess in this role will be determined by the ability to manage multiple stakeholders (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 teamConsumer and Customer InsightsPossess Insighting, Analytics and Presentation skills that will alllow Contact Care to deliver the Voice of the Consumer and will allow the business to best utilizeRequirements:
Bachelors degree in Marketing / Business / Digital / Media & Communications2-3 years of combined proven work experience in Marketing / Consumer Experience and Engagement Programs / CRM & Loyalty Programs / Digital / BPKnowledge of and experience in working in the field of consumer/ customer care & project management preferably within FMCG, Financial or IT/Mobile industriesStrong empathy and focus on Customer experience and satisfactionWorking knowledge of platforms and data management systemsOrganized and able to work effectively with multiple stakeholders in cross-functional teamsSelf-motivated and a team-playerGood interpersonal, communication and presentation skillsAble to work well in a fast-paced, consensus-driven, diverse environmentAre 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 Talent Advisor > 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. If you need any specific support, alternative formats, or have other access requirements, please let us know.