B2c Customer Engagement Advisor

7 months ago

London, United Kingdom Konecta Full time

**Job Title**:Customer Engagement Advisor - Inbound & Outbound Operations
**Clients**: PMI Nordics - Denmark

**Salary**: £29,505 p/a
**Commission**:Commission structure and company benefits
**Location**:Konecta UK, Docklands, London (Hybrid)
**Hours**: 40 hours per week
**Operational Hours**: Monday to Friday 8am till 5pm

**Main Purpose of Role**:
Konecta UK is pleased to offer this opportunity working on behalf of Phillip Morris International working with IQOS and P5 within the
Danish market, 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 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
video or Social Media.

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 or P5 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.

**Main Responsibilities**:
1) Gain a good understanding of Consumer needs and provide proactive support early on.

2) Develop a good knowledge of IQOS and P5 Products and utilize it to address Consumer needs.

3) Maintain a good Knowledge of IQOS and P5 Consumer Programs.

4) Gain systems understanding to support our Consumers in an omni-channel way.

5) Drive Consumer Experience.

**Skills Requirements**:

- 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.
- Have a passion for helping others and an ability to persuade and communicate with people on different levels.
- A logical approach to resolving issues.
- Significant experience of working with Consumers, either face to face or remotely / phone.
- 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**:
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 - 8pm Monday to Friday and 9am
- 6pm Saturday, 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**:
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. This added responsibility being rewarded with a salary increase.

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