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Reporting To: Contact Care Oversight Manager
Duty Post: Taguig City
Contract Duration: 3 months
Contact Care Workstream Specialist
The Contact Care Workstream Specialist is responsible for managing Contact Care operations across assigned workstreams within digital operations to ensure exceptional customer and consumer experiences by achieving key KPIs such as SLA, CSAT, QA Scores, and Agent Attrition Rate. The role involves close coordination with the Contact Care vendor to support training, process improvement, QA, agent engagement, and stakeholder collaboration. It also leads the Voice of the Consumer (VOC) reporting to provide actionable insights for continuous improvement and requires strong cross-functional partnerships with internal teams such as Marketing, Legal, Finance, and IT.
What you will do:
- Consumer & Customer Care Initiatives
- Under direction of Cpntact Care Oversight Manager to support in the development, launch and ongoing management of a range of Consumer/Customer Care initiatives aimed at building effective relationships and commercial objectives, by means of active, two-way engagement across a range of coordinated platform
- Consumer & Customer Care Operations
- Manage day-to-day operations in collaboration with internal stakeholders and agencies (Brand Marketing, Field Marketing, Sales, Corp Comms & Legal) to support the Contact Care team. Key SPOC between 3P Contact Center team and JTI Internal team. Ensure all Consumer/Customer-related documentation, FAQs, and Communication across relevant platforms are centralized within the platform and cascaded to the agents thru formal and informal training and huddle session
- Stakeholder and Project Management
- Success in this role will be determined by the ability to manage multiple stakeholders (internal & external) without impact to commited timelines. Ensure that information is cascaded to the working team and that resolution of concerns follow the approved matrix and SLA as defined by the Contact Care team
- Consumer and Customer Insights
- Possess Insighting, Analytics and Presentation skills that will alllow Contact Care to deliver the Voice of the Consumer and will allow the business to best utilize
Requirements:
- Bachelors degree in Marketing / Business / Digital / Media & Communications
- 2-3 years of combined proven work experience in Marketing / Consumer Experience and Engagement Programs / CRM & Loyalty Programs / Digital / BP
- Knowledge of and experience in working in the field of consumer/ customer care & project management preferably within FMCG, Financial or IT/Mobile industries
- Strong empathy and focus on Customer experience and satisfaction
- Working knowledge of platforms and data management systems
- Organized and able to work effectively with multiple stakeholders 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 Talent Advisor > 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. If you need any specific support, alternative formats, or have other access requirements, please let us know.
