Consumer Experience Specialist

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Consumer Experience Specialist

Position

We're looking for Consumer Experience Specialist to help establish our Consumer Care team for Ploom in Czech Republic. You'll play a role in delivering service and ensuring a smooth Consumer Care operations.

Responsibilities

• Leading seamless Consumer Care operations in the Czech Republic, both inbound and outbound, with a focus on excellence and critical metric achievement. Driving action plans when targets are not met, as well as initiatives for improvement and growth.
• Driving outbound campaign calls to the next level—ensuring they are clear, efficient, and engaging for consumers, while improving their impact on Ploom's adoption and retention development.
• Ensuring Consumer Care operations reflect local Czech market specifics—brand, trade, and legal—while improving support for consumers and supplying to brand growth.
• Providing timely and accurate support to Consumer Care agents to enable excellent and fast consumer service.
• Ensuring smooth and proactive collaboration with Global Consumer Care.
• You bridge the gap between what our consumers' needs and what we're delivering — helping us to not only meet but also exceed their expectations

Requirements

• Bachelor's degree - business, communications or a related field may be advantageous
• Validated experience in project management /coordination
• Strong problem-solving skills and the ability to stay composed in dynamic situations
• Proficiency in the Czech and English language both written and spoken, Hungarian is a plus but not required
• Analytical approach with an attention to detail
• Strong written and verbal communication skills
• Collaborative, team-oriented approach with positive attitude

What to expect

• Certified #1TOP EMPLOYER with long-term business growth.
• Unique company culture of belonging, positive energy, caring and trust.
• Competitive salary and benefits, including life insurance.
• A wide range of initiatives and tools supporting our diversity and inclusion:
  • Flexible ways of working (flexible work time, allowances for home working costs)
  • Wellbeing program addressing work-life balance, physical, mental, social and financial health
  • Premium medical care
  • Family Leave benefit and other tools to support employees who become parents
  • Individual support to employees in specific life situations
  • Opportunities to actively participate in initiatives promoting an inclusive work environment (Gender Equality, LGBTQIA+, New Ways of Working, Wellbeing)
• Ongoing development opportunities in a truly multinational environment that will inspire your professional and personal growth.
• A range of projects and tasks with the autonomy to achieve them.
• And many other local benefits and opportunities

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.