Engagement Centre Jr Agent

**BAT is evolving at pace into a global multi-category business.With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry****To achieve our ambition, we are looking for colleagues who are ready to Be The Change.Come, join us on this journey****British American Tobacco** **Mexico **has an exciting opportunity for a **Engagement Centre Jr Agent in** **Monterrey**We are looking for talented individuals in order to shape and contribute to the success of our new Engagement Centre.As a Jr Agent, your primary role will be to assist our consumers with inbound calls, website registration inquiries and general questions or concerns regarding our RJR Brands.As British American Tobacco is constantly evolving, there is potential to grow with us in the engagement centre or to other areas of the company.**Your key responsibilities will include**:- Handle support/service escalations to/from clients.- Transfer calls to the Tier 2 department.- Will track and report system issues as needed.- Stay current with system information, changes, and updates.- Comply with service level agreements.- Support and help on Process documentation.- Comply with the assigned schedule to cover the hours of operation.- Comply with the account KPIs.- Support with any other new process at the time the client requires it, if it has been officially included in our range of services.**What are we looking for?**- At least 2 years of contact centre experience.- Inbound and Outbound customer service experience.- Experience working under pressure.- C1 English Level.- Salesforce and SAP Knowledge (Desirable).**What we offer you?**- Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives- Your journey with us isn't limited by boundaries; it's propelled by your aspirations.Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement - it's a reality we're eager to build together.Seize the opportunity and own your development; your next chapter starts here.- You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills- We prioritise continuous improvement within a transformative environment, preparing for ongoing changes**WHY JOIN BAT?**We're one of the few companies named as a Global Top Employer by the Top Employers Institute - certified in offering excellent employee conditions.Collaboration, inclusion and partnership underpin everything we do here at BAT.We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles.We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.We see the career breaks as opportunities not obstacles.Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).Come bring your difference and see what is possible for you at BAT.Learn more about our culture and our award winning employee experience _here_.If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us.We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.