Location: Vicente Lopez, Buenos Aires

Working Pattern: Hybrid, 3 days on site per week

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose—to deliver a smoke-free future. With huge change comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

We are looking for Customer Service Center Sr Executive in our Commercial who will play a key role in ensuring the successful operation and continuous improvement of our customer contact center ecosystem, working closely with external service providers and internal stakeholders.

What You’ll Do

Develop & deploy the contact center standards and guidelines with local service vendor;
Develop & deploy integrated contact center end to end process and operational procedure manuals, across all relevant contact channels to ensure a consistent, standardized and positive experience;




Develop & deploy operating procedures to manage day-to-day Contact Center operations, including SLAs & Business Performance KPIs;
Deploy brand/product campaigns/next best actions and initiatives across the end-to-end customer journey and foster the feedback loop back to the business;
Manage P&L;, optimizing cost per interaction and resource utilization whilst driving the business towards profitability;
Maintain SOP adherence for all contact center topics, ensure compliance with data security and other regulations;
Monitor & highlight operational opportunities for service innovation across the channel.

Skills & Capabilities

University degree in Business Administration, Marketing, Engineering or similar fields;
Advanced English (mandatory);
Solid experience in Contact Center Operations, Customer Service, Customer Experience, Vendor Management, or a related function;
Experience designing, implementing, and improving operational processe

📌 Customer Service Center Executive Sr (Buenos Aires)
🏢 Philip Morris International
📍 Buenos Aires