Customer Care Executive

About the role

Join Philip Morris International as a Customer Care Executive and contribute to building a smoke‑free future. You will be part of a dynamic team that designs and implements new customer service initiatives, ensuring high‑quality support for our clients across Kazakhstan.

Key responsibilities

• Develop and launch new customer service processes and initiatives.
• Handle inbound client requests that cannot be resolved at the first point of contact.
• Coordinate with cross‑functional teams to meet client needs and improve service delivery.
• Provide information on company services, tariffs, marketing campaigns and scenario development to business‑operations staff.
• Conduct calibration sessions with business‑operations leaders and other departments.
• Design incentive programmes and monitor their execution.
• Track and monitor all contact‑center performance indicators and processes.
• Collaborate with other company units to shorten technical and business solution cycles.
• Prepare analytical reports and dashboards.

Required profile

• Minimum 1 year experience working with contact‑center processes.
• Proven ability to resolve client incidents and manage team task performance.
• Experience with CRM systems for at least 1 year.
• Strong reporting skills, both periodic and ad‑hoc.
• Ability to handle objections and maintain service quality standards.
• Fluent written and spoken Russian and English.

Required skills

• CRM systems (minimum 1 year experience)
• MS Office suite

What we offer

• Opportunity to develop skills in a global business with unlimited growth potential.
• International career pathways and cross‑functional mobility.
• Comprehensive social package: life insurance, critical illness cover, preschool allowance, and employee assistance program offering financial, psychological and legal advice.
• Recognition as a Top Employer in Kazakhstan and holder of the Equal Pay certification.