Customer Service Liaison

hace 6 días


Monterrey, Nuevo León, México British American Tobacco A tiempo completo
Overview of BAT

BAT is a leading global tobacco company, constantly evolving to meet the changing needs of its customers and stakeholders.

Job Title: Engagement Centre Jr Agent

Estimated Salary: $35,000 - $55,000 per year (dependent on experience)

Company Overview

BAT is one of the few companies named as a Global Top Employer by the Top Employers Institute. We prioritize collaboration, inclusion, and partnership in everything we do, creating an environment where every individual can thrive.

About the Role

We are seeking a highly skilled Engagement Centre Jr Agent to join our team in Monterrey. As a key member of our customer service team, you will be responsible for handling inbound calls, website registration inquiries, and general questions or concerns regarding our RJR Brands.

Key Responsibilities
  1. Handle support/service escalations to/from clients.
  2. Transfer calls to the Tier 2 department.
  3. Track and report system issues as needed.
  4. Stay current with system information, changes, and updates.
  5. Comply with service level agreements.
  6. Support and help on process documentation.
  7. Comply with the assigned schedule to cover the hours of operation.
  8. Comply with account KPIs.
  9. Support with any other new process at the time the client requires it, if it has been officially included in our range of services.
Requirements

To succeed in this role, you will need:

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

We offer a market-leading annual performance bonus (subject to eligibility), a range of benefits that vary by country, including 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.

Why Choose BAT?

We prioritize continuous improvement within a transformative environment, preparing for ongoing changes. Our commitment to diversity and inclusion ensures that every individual can thrive, regardless of their background. Come bring your difference and see what is possible for you at BAT.


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