Responsibilities
This position will require someone with exceptional interpersonal and communication skills, analytical ability, patience, tolerance and a professional attitude who will be able to handle daily consumer interactions via telephone, inbound and outbound, also email and written mail, in a consistent fashion, always governed by PMI complaints handling and enquiry policy and procedure.
Professional, precise and prompt interaction with the consumer is critical to reduce potential risk to the company, maintain consumer loyalty with PM brands and enhance PMI image.

Accurately identify the type of interaction by asking relevant information using available tools to classify the interaction, extract and/or enter the correct information into the Global Consumer Service Response (G-CSR) application in accordance with set Quality Standards and Procedures. Where appropriate for specific interaction, deliver talking points in a courteous and professional manner to bring resolution to the consumer satisfaction concerns or consumer inquiries
Responsible for identifying and executing the appropriate resolution and sending the appropriate correspondence to the consumer to resolve and close the case in a timely manner
Responsible for escalating complaints requiring special handling to the relevant parties in a timely manner (threats against the company, contacts from attorneys, government officials, law enforcement, etc.)
Effectively calm upset or irate consumers so that issues can be brought to resolution.
Responsible to handle Malaysia Product Return complaints, data entry and analysis

Requirements
Minimum Diploma/Degree in any related field
At least 3 years experience in customer service, corporate affairs or other roles which requires extensive telephone or personal interaction
Experience in direct customer service or call centre will be an added advantage
Exceptional interpersonal and communication skills, these include a good voice quality, grammar and articulation
Good telephone etiquette
Good problem solving, and analytical skills
Good knowledge & computer skills (MS Excel, Word & Power point)
Fluent in Malay and English, and preferably local dialects

Take up the challenge and send your resume to:
HRMalaysia@pmintl.com