B2c / Customer Engagement Advisor - London, United Kingdom - Comdata Group London

Comdata Group London

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Customer Engagement Advisor - Outbound Operations

Clients:

PMI

Salary:
£21,840pa & KPI bonuses

Commission:
Attractive commission structure and company benefits

Location:
Comdata Group UK, Docklands, London/home-working depending on Covid-19 scenarios.

Hours:40 hours per week

Operational hours:
Monday to Friday 10am till 7pm

Main Purpose of Role

Comdata Group UK is pleased to offer this opportunity working on behalf of Philip Morris International working with IQOS, promoting a world without smoke.

Far more than a leading cigarette company,
PMI are building a future on smoke-free products that are a much better choice than cigarette smoking.

Thanks to the imagination and perseverance of thousands of people, they have developed breakthrough products that are smoke-free and enjoyable, and one day will replace cigarettes.

Our aim is that by end 2025, +1 million smokers would have switched to better, healthier alternatives to smoking in the UK.

We will rely on you to be part of a highly performing team that proactively engages in a meaningful way with our Consumers, offering extra support in the beginning of their journey with IQOS and resolving their enquiries over the above channels, ensuring our Consumers receive excellent Customer Service and their expectations are met.

Our
Customer Engagement Advisors are true ambassadors for the company, with a passion for what they do and for supporting our Consumers.

You will be a key member in supporting Consumers in their journey to transition from cigarettes to Reduced Risk Products while building a future on smoke-free products that are a much better choice than cigarette smoking.

Main responsibilities

1. Gain a good understanding of Consumer needs and provide proactive support early on**Develop a good knowledge and empathy to the Consumers needs on their journey to transition from cigarettes to healthier alternatives. Deploying our "WE CARE" values, effectively understand Consumer needs and overcome any objections faced. Tailor the tone of voice and messages used in accordance with the queries identified by our Consumers.

2 Develop a good knowledge of IQOS Products and utilise it to address Consumer needs**Manage outbound interactions through the agreed processes and provide Consumers with a consistently

high standard of service. Understand very well the full portfolio of IQOS devices and consumables and utilise this

knowledge to solve Consumers needs and pain points, in a relatable, credible way.

3 Maintain a good Knowledge of IQOS Consumer Programs**Develop a good knowledge and understanding of the Consumers programs to effectively propose the best one to our Consumers. From early days onboarding to conversion support, and up to loyalty/ recommendation programs, our
Customer Engagement Advisors need to be up to speed with the latest IQOS programs.

4 Gain systems understanding to support our Consumers in an omni-channel way**As one of the main interaction points of the IQOS Brand with the Consumers, your interaction will trigger other
PMI's teams (Digital, Outbound, CRM, etc) response and additional support to our Consumers. We will rely on you to accurately capture the Consumer needs in our systems and direct the resolution (if not completed on first interaction) to the appropriate team in
PMI.

5 Drive Consumer Experience**Since you, as our Advisor, are first point of contact with our Consumers, you are representing the IQOS brand in the eyes of the Consumers. IQOS deploys the "WE CARE" Service Values and we believe the way we interact with our Consumers (HOW) is equally important with the solution we are coming to their requests (WHAT).

"We Care" stands for:

WELCOMING the consumers to the gateway of a new lifestyle

Our Agents are friendly, warm, and hospitable.
Our Agents are proactive and engaged.
Our Agents are create excitement about this opportunity for Legal Age Smokers (LAS) to change.

EMPATHISE and understand our Consumers' challenges

Our Agents recognize how important switching to RRP decision is for our Consumers.
Our Agents listen with intent.
Our Agents do not dismiss our Consumers' concerns

COMPASSIONATE towards our Consumers and personalise our services/approach

Our Agents adjust style to our Consumers pace and situation.
Our Agents speak our Consumers language.
Our Agents discover, understand, and fulfil Consumers' personal needs

ASSIST and guide LANU (Legal Age Nicotine Users) through their journey

Our Agents answer Consumer questions and concerns.
Our Agents are here for our Consumers when something goes wrong and support them in the next steps.
Our Agents help our Consumers make the right decisions

RESPECT our Consumers' opinions and personal choices