Comdata Group UK is pleased to offer this opportunity working on behalf of Phillip Morris International (PMI) within the Danish/Swedish market, promoting a world without smoke. PMI are building a future of 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 enjoyable, and one day will replace cigarettes.

As a Customer Engagement Advisor, you are in the best position to support our new Consumers in their exciting journey, providing support in transitioning from the traditional method of smoking to a healthier alternative. You will be the first point of contact for our Consumers, and it will be your responsibility to ensure Consumers get the assistance they need either by live chat, phone, email, video or Social Media.

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 traditional cigarettes to Reduced Risk Products while building a future of smoke-free products that are a much better choice than cigarette smoking.

Main responsibilities:

• To gain a good understanding of consumer needs and provide proactive support
• To develop a good knowledge of IQOS and P5 Products and utilize it to address Consumer needs
• To Maintain a good Knowledge of IQOS and P5 Products and Consumer Programs
• To gain systems understanding to support our Consumers
• To drive the best Consumer Experience

Who we are looking for:

Our Advisors are the first point of contact with our Consumers and are representing the brand, we are therefore looking for people who can demonstrate the below “WE CARE” Values;

• Friendly, warm, and hospitable
• Proactive and engaging
• Empathetic and understand our consumers’ challenges
• Compassionate and can personalise services and their approach
• Respectful of consumers’ opinions and personal choices

Skills Required:

• Breathe great Customer Service and understand how important it is to put the Consumers at the heart of our business and interactions.
• Being an excellent communicator is essential, whether it is amending details or fixing a problem you will ensure are Consumers are kept informed and help navigate them on their journey with us.
• Significant experience of working with Consumers, either face to face or remotely / phone.
• Have a passion for helping others and an ability to persuade and communicate with people on different levels.
• A logical approach to resolving issues.
• Proficient in computer technology and systems
• Excellent grammar and spelling
• Able to positively influence others
• Great team player with strong interpersonal and communication skills
• Excellent attention to detail

Operational Days and Hours

Please note that whilst you will be supporting the PMI contract, the opening hours are 8am – 8pm Monday to Friday and 9am – 6pm Saturday, your Comdata contracted hours will be 8am - 10pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.

Who are Comdata Group?

Leading the way in Customer Interaction & process management Comdata are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels.

Learn more here: https://www. comdatagroup. com/who-we-are/

Why work for us?

• Comdata has a working culture of fun and a sociable team environment
• Discounted corporate gym membership
• Involvement with local charities and fundraising days
• Campaign specific benefits including discounts, incentives and prizes
• Recommend a friend scheme paid reward of £500 +
• Apprenticeships qualifications and great career progression
• Recognition and reward schemes
• Cycle to work scheme
• Excellent Pension Scheme
• Eye test vouchers and discounts

Systems & Training

Full training will be given by Comdata and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training.

Opportunity for Growth

The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the Customer Experience Director (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties to support their progression. x