Customer Service Representative

hace 2 semanas


Monterrey, Nuevo León, México British American Tobacco A tiempo completo

Transformative Opportunity at British American Tobacco

We are seeking a highly skilled and motivated individual to join our team as a Engagement Centre Jr Agent in a dynamic and fast-paced environment.

About the Role

As a Jr Agent, you will be responsible for providing exceptional customer service to our clients, handling support/service escalations, and ensuring seamless communication with our team members.

Key Responsibilities

  • Handle customer inquiries and resolve issues in a timely and professional manner.
  • Escalate complex issues to senior team members for further assistance.
  • Collaborate with cross-functional teams to ensure effective communication and issue resolution.
  • Stay up-to-date with system information, changes, and updates to provide accurate information to customers.
  • Meet and exceed service level agreements to ensure high-quality customer service.
  • Support the development and maintenance of process documentation to ensure consistency and accuracy.
  • Comply with company policies and procedures to ensure a safe and productive work environment.

Requirements

  • At least 2 years of contact centre experience.
  • Inbound and outbound customer service experience.
  • Experience working under pressure and meeting deadlines.
  • C1 English Level.
  • Salesforce and SAP knowledge (desirable).

What We Offer

  • A market-leading annual performance bonus (subject to eligibility).
  • A range of benefits, including diverse health plans, work-life balance initiatives, transportation support, and a flexible holiday plan with additional incentives.
  • Access to online learning platforms and personalized growth programs to nurture your leadership skills.
  • A transformative environment that prioritizes continuous improvement and prepares for ongoing changes.

Why Join British American Tobacco?

We are a global Top Employer, certified for offering excellent employee conditions. We value collaboration, inclusion, and partnership, and we are committed to enabling every individual to thrive, regardless of their background. We see career breaks as opportunities, not obstacles, and we support professionals looking to restart their careers through our Global Returners program.



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