Consumer Care Manager (Reduced Risk Product)

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from . This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves , and they are given the opportunity to grow, travel and develop, amazing things can happen .

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI.  And why we’ve been awarded Global Top Employer status, ten years running .

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea.

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Consumer Care Manager (Reduced Risk Product)

What this position is about – Purpose :

The purpose of this role is to deliver the best-in-class consumer care service for Reduced Risk Products in Kazakhstan, focusing on enhanced consumer experience and creating a seamless journey at every step, from the first contact to becoming a product ambassador.

What will you do - Responsibilities :

• Execute the best-in-class Consumer Care service in Kazakhstan in line with Global Operating Model and in close cooperation with Global Consumer Care
• Work closely with the global team to implement necessary tools, solutions, and processes to deal with consumers' requests related to product functionality and quality
• Localize global training materials, scripts, and knowledge base
• Support complaints escalation and handling in line with procedures
• Develop smooth product returns and refunds process with the third parties
• Manage and control Consumer Care agents' work & communication
• Monitor and track the correct implementation of processes and initiate corrective changes, if necessary
• Regularly analyze and report consumers complaints and identify opportunities to enhance consumer experience through service excellence, best practices and the latest standards
• Execute Reduced Risk Products quality management in compliance with the company procedures
• Create and execute in close collaboration with Brand, Digital, and Consumer Activation teams programs focusing on consumer loyalty building
• Set up and execute the process of effective budgeting and product volume planning & control for the area of responsibility
• Lead internal communication - analyze effectiveness, create content, ensure a high engagement rate, and monitor effectiveness.

Who are we looking for - Requirements :

What can you get - Benefits :

What are the next steps – Recruitment process :

Thank you very much for your interest in the role. You are welcome to apply!