Contact Care Workstream Specialist Fixed Term

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Reporting to Contact Care Oversight Manager

Duty Post Taguig

Duration 1 year

Contact Care Workstream Specialist (Fixed Term)

Responsible in managing the Contact Care initiatives, activities and operations in the assigned workstream with an objective of creating exceptional customer and consumer experience by meeting Contact Care KPIs such as SLA Achievement, CSAT and QA Scores and Agent Attrition Rate. The current workstreams that are being supported by Contact Care are RMC, RRP NS/Ploom, Negosolve and Product Complaints/QMS.

As the Contact Care Workstream Specialist in the area of Digital Operations Team, you will

• Support the Contact Care Oversight Manager in developing, launching, and managing consumer/customer care initiatives that drive engagement and commercial objectives across coordinated platforms.
• Oversee day-to-day operations with internal teams and agencies (brand marketing, field marketing, sales, corporate communications, legal) to support Contact Care.
• Serve as the key SPOC between the 3P Contact Center and internal teams.
• Centralize and maintain consumer/customer documentation, FAQs, and communications; cascade updates to agents via formal/informal trainings and huddles.
• Manage multiple stakeholders (internal and external) while meeting committed timelines.
• Ensure timely information cascade to working teams and resolve issues per the approved matrix and Contact Care SLAs.
• Deliver actionable Voice of the Consumer insights through strong insighting, analytics, and presentation skills.
• Lead training and change management, conducting sessions (formal/informal) for the vendor and relevant stakeholder
  
  

Requirements

• Graduate degree of equivalent vocational training in Marketing, Business, Digital, or Media & Communications
• 2-3 years of combined proven work experience in Marketing, Consumer Experience and Engagement Programs, CRM & Loyalty Programs, Digital, or BPO
• Knowledge of and experience in working in the field of consumer, customer care & project management preferably within FMCG, financial or IT/Mobile industries
• Knowledge of the Trade landscape in Philippines and a curiosity to find out about the diverse range of JTIP Customers to deliver an effective Customer Care experience
• Strong empathy and focus on customer experience and satisfaction
• Working knowledge of platforms and data management systems
• Organized and able to work effectively with multiple stakeholders in cross-functional teams
• Good interpersonal, communication and presentation skills
• Able to work well in a fast-paced, consensus-driven, diverse environment
  
  

Are 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.

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