About The Client Far more than a leading cigarette company, PMI is 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. Our aim is that by the end 2025, 1 million smokers would have switched to better, less harmful alternatives to smoking in the UK. Main Purpose of Role As a Customer Service Agent, 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. You will be answering and resolving enquiries over the above channels, ensuring our Consumers receive excellent. Customer Service and their expectations are met. Our Customer Service Agents are true ambassadors for the company, with a passion for what they do and for supporting our Consumers. You will be assisting Consumers in their journey to transition from cigarettes to healthier alternatives, while building a future on smoke-free products that are a much better choice than cigarette smoking. Main Responsibilities Addresses Consumer needs by developing and maintaining a good knowledge of IQOS Products Manages interactions through the agreed processes and provides Consumers with a consistently high standard of service. Understands full portfolio of IQOS devices and consumables and utilises this knowledge to solve Consumers needs and pain points. Maintains a good Knowledge of IQOS Consumer Programs Develops knowledge and understanding of the consumer programmes to effectively handle queries and overcome any objections faced. Tailor the tone of voice and messages used in accordance with the queries identified by our Consumers Maintains systems understanding supporting our Consumers in an omnichannel way Interacts with Consumers in a multichannel environment, supporting queries, answering questions, providing essential support and coaching via various channels (e.g. live chat, phone, email, video or social media). Accurately captures the Consumer needs in our systems and directs the resolution (if not completed on first interaction) to the appropriate team. The advisors are the first point of contact with our Consumers, and therefore best positioned to represent the IQOS brand. IQOS deploys the “WE CARE” Service Values and we believe the way we interact with our Retailers / Trade partners (HOW) is equally important with the solution we are coming to their requests (WHAT). “We Care” stands for: WELCOMING the consumers to the gateway of a new lifestyle Our Agents are friendly, warm, and hospitable Our Agents are proactive and engaged Our Agents create excitement about this opportunity for Legal Age Smokers (LAS) to change EMPATHIZE and understand our Retailers / Trade partners’ challenges Our Agents listen with intent Our Agents do not dismiss our Retailers / Trade partners’ concerns COMPASSIONATE towards our Retailers / Trade partners and personalize our services/approach Our Agents adjust style to different pace and situations Our Agents speak our Retailers language ASSIST and guide Retailers / Trade partners to support LANU (Legal Age Nicotine Users) through their journey Our Agents answer Retailers / Trade partners’ questions and concerns Our Agents are here for our Retailers / Trade partners’ when something goes wrong and support them in the next steps Our Agents help our Retailers / Trade partners’ make the right decisions RESPECT our Retailers / Trade partners’ opinions and personal choices Our Agents are patient and understand the importance of the moment Our Agents are friendly, polite, and accommodating Our Agents listen to our Retailers / Trade partners’ feedback to improve their experience ENABLE our Retailers / Trade partners to deliver IQOS to our Consumers ensuring they will never go back to cigarette smoking Our Agents teach our Retailers / Trade partners to interact with the Consumers to make IQOS their own Our Agents remember our Retailers / Trade partners’ preferences not only to deliver a personalized experience but to enable building a long-lasting and meaningful relationship with IQOS. Requirements Excellent communication skills You will be required to provide clear, correct, complete, and concise information to various audiences using various communication channels. You must be able to express your ideas, opinions and statements clearly. Above Average grammar and spelling. Since you will be using various means of communication, including written (e.g. email, chat…), excellent grammar and spelling is a must. Emotional intelligence You will be supporting consumers with a wide range of personalities and needs. In order to make the message stick, it is important to build rapport, employ active listening, empathy and other key skills. Proactivity As a Customer Support Agent, it is necessary to demonstrate a proactive approach in spotting opportunities for improvement, providing feedback and insights, and helping others. Growth mindset To ensure efficient operations and overall continuous improvement, you need to have the willingness and drive to continuously educate yourself. Logic and critical thinking Efficient problem solving will be part of your responsibilities as a Customer Service agent as you will be required to deal with consumer requests of various levels of difficulty. Attention to detail You will be required to capture the interaction summary in our systems. Clarity and correctness of the records is key. Tech/IT Skills Essential: Google tools (Email, Docs, Meet), proficiency in computer technology and systems as you will be required to work with a wide range of the client’s systems Desirable: previous experience in a similar role inbound and outbound Who is Konecta? Leading the way in Customer Interaction & process management, Konecta is an international outsourced customer service provider with 130 000 staff internationally and present in 24 countries in EMEA and Americas. 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. 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 £500 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 – 10pm Monday to Friday and 10am – 6pm Saturday to Sunday, your Konecta contracted hours will be 7am - 6pm Monday to Saturday. You may be required to cover evenings and weekends when required by the business.