Outbound Advisor

5 months ago

London, United Kingdom Konecta Full time

Job Title: Advisor - Customer Outbound Operations
Clients: Philip Morris International (PMI)
Commission: Annual performance-related bonus scheme
Location: Konecta Group UK, Docklands, London (hybrid working possible after probationary period)
Hours: 40 hours per week
Operational hours: Monday to Friday 08:00 - 18:00

**Main Purpose of Role**
Konecta Group UK is pleased to offer this opportunity working on behalf of Phillip Morris International Sweden, promoting a smoke-free future.

Philip Morris International (PMI), a leading tobacco company committed to design a smoke-free future with the innovative products, like IQOS, is searching for brand ambassadors with high levels of legal age user (“Customer”) orientation, who will ensure the loyalty of IQOS users.

As an Advisor - Customer Outbound Operations you will contact our customers, mostly via outbound call, to support their journey in transitioning from cigarettes to IQOS products. Calls will involve contacting new leads to achieve a high level of conversion; outbound calls to existing customer base users to achieve high level of conversion and retention; engaging customers and offering targeted company’s products and services; and maintaining solid Customer relationships by handling customer concerns with speed and professionalism, focusing on elevating customers’ experience.
We will rely on you to be part of a highly performing team that proactively engages in a meaningful way with our customers.

Our Advisor - Customer Outbound Operations are true ambassadors for the company, with a passion for what they do and for supporting our Customers. You will be a key member in supporting Customers in their journey to transition from cigarettes to IQOS products.

**Main responsibilities**:

- Conversion handholding support for Customers
- Brand retention of existing Customer base
- Maintain positive and engaging relationship with Customers to ensure Customer satisfaction
- Provide solutions based on Customer needs and enhance Customer experience
- Win back Customers who abandoned IQOS products
- Provide remote/virtual support utilizing the digital solutions
- Ensure all operational processes are followed and keep up-to-date with all new procedures, products and services
- Respect all applicable legal requirements
- Commit to results and targets set

**Skills Requirements**
- Fluent in Swedish - you will be speaking to Customers in Sweden. You will also need a good standard (C1+) of English as
some systems and information will be provided in English.
- Experience of at least 6 months in the same or similar Customer facing position
- Very good knowledge of retention products, procedures and services
- Willingness to constantly update knowledge about company processes
- Ability to ask the right questions to explore, understand and identify Customers’ situation or needs and offer solutions
- Detail-oriented when performing outbound calls and recording data
- Ability to effectively manage time / work schedule
- Importance of teamwork and sharing best practices
- Previous experience with telephony and CRM tools is considered as a plus.

**Who are Konecta Group?**

**Why work for us?**
Konecta working culture of fun and sociable team environment
Pension Scheme with Standard Life
Eye test vouchers and discounts
Discounted corporate gym membership with Nuffield
Involvement with local charities and fundraising days
Campaign specific benefits including discounts, incentives and prizes
Recommend a friend scheme paid reward of £400 +
Apprenticeships qualifications and career flight path schemes
Recognition and reward schemes with Love to Shop Voucher rewards.
Cycle to work scheme

**Operational Days and Hours**
With given notice, Konecta reserves the right to change your working hours.
Please note that whilst you will be supporting the PMI contract, whose opening hours are 8am - 6pm Monday to Friday, your
Konecta contracted hours will be 8am - 8pm Monday to Sunday. You may be required to cover evenings and weekends when
required by the business.

**Systems & Training**
Full training will be given by Konecta 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**
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. This added responsibility being rewarded with a salary increase.

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