Specialist Customer Service Center Capability

Descripción del puesto:

Location: Bratislava or Banská Bystrica - depending on your preference

We've built the world's most successful tobacco company, with the world's most popular and iconic brands. Now we've made a dramatic decision. We're building PMI's future on smoke-free products. We have developed a range of completely new, innovative product platforms. Our dream is to convert every adult smoker that would otherwise continue to smoke, to these smoke-free platforms. To help us achieve our dream, we need your help

We are looking for a Customer Service Center Capability Specialist to drive learning, training, and performance improvement initiatives across our Customer Support Center (CSC) and partner teams.

YOUR ROLE WILL BE TO:

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Deliver onboarding, training, refreshers, product knowledge, campaign updates, process changes, and system updates.
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Translate business, quality, product, and operational updates into effective learning and capability actions.
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Identify capability gaps through quality and performance trends and develop targeted improvement plans.
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Coordinate quality calibration activities and support performance consistency across teams.
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Maintain training materials, process documentation, knowledge bases, and learning content.
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Collaborate with internal stakeholders and external partners on capability planning and training needs.
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Support the development and implementation of modern learning solutions, including e-learning, microlearning, gamification, and AI-supported tools.

REQUIREMENTS FOR THE EMPLOYEE:

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Experience in capability development, training, quality enablement, customer support, contact center operations, or vendor management.
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Ability to translate business updates and process changes into clear learning solutions.
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Strong stakeholder management and collaboration skills.
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Structured approach to documentation, knowledge management, and follow-up activities.
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Fluency in English;
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Knowledge of the Czech/Slovak/FMCG market is an advantage.
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Advanced MS 365 skills and familiarity with tools such as Canva, Synthesia, Smartcat, or similar.

We offer a competitive salary and excellent benefits package such as:
* 13th & 14th salary
* Extra days off
* Flexible working time
* Supplementary pension plan (III. pillar)
* Life & accident insurance
* Opportunities for career development & growth
* Work for a multinational company - certified Equal Salary & TopEmployer
* MultiSport Card

Salary minimum for this role is 1820 EUR.

Join us and help shape a high-performing, customer-focused support organization through impactful learning and capability development