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Reporting to: Contact Care Oversight Manager
Duty Post: Taguig
Application Duration: This job posting will remain open until the vacancy is filled.
Telesales and CBU Support Manager
The Telesales and CBU Support Manager will be responsible for platform readiness in collecting customer data relative to Telesales transactions and translating this information to become Operational Reports and the Voice of the Customer reporting. The VOC2 report will be disseminated to the relevant partners to see and understand customer sentiments for them to be able to address those and maintain the desired experience.
As the Telesales and CBU Support Manager in the area of Marketing, you will:
Establishing Telesales Capabilities and Operations within CBU processes
Leading strategy development and implementation of various Telesales programs in collaboration with CBU and relevant internal collaborators.
Ensuring all Telesales programs align with JTIP’s business and commercial objectives
Establishing fundamental metrics for overall Telesales Operations and specific program metrics
Handling all vendors, including labor, platform, and service vendors, to ensure seamless Telesales operations and functional requirements delivery
Coordinating platform readiness for gathering customer data related to Telesales transactions
Translating customer data into Operational Reports and Voice of the Customer (VOC) reporting
Sharing VOC2 reports with collaborators to address customer sentiments and maintain the desired experience.
Syncing with the overall Digital Operations Agenda and collaborating closely with functions under the umbrella, such as Digital Brands, Trade Customer Experience, CRM and Marketing Automation, Digital Experience, and E-Commerce
Requirements:
Knowledge of and experience in working in the field of consumer/ customer care, telesales, & project management preferably within FMCG, Financial or IT/Mobile industries
Knowledge of the Trade landscape in Philippines and a curiosity to find out about the diverse range of JTIP Customers to deliver an effective Telesales experience
Experience in Vendor Management
Experience in P&L Management
Strong appreciation and focus on Customer experience and satisfaction
Working knowledge of platforms and data management systems
Organized and able to work effectively with multiple partners in cross-functional teams
Self-motivated and a team-player
Good interpersonal, communication and presentation skills
Able to work well in a fast-paced, consensus-driven, diverse environment
Are you ready to join us? Build your success story at JTI. Apply now!
Next Steps:
After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.
At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.