Engagement Centre Agent

hace 4 horas

Monterrey, México British American Tobacco A tiempo completo

**AT BAT MEXICO WE ARE LOOKING FOR AN ENGAGEMENT CENTRE AGENT**

**ROLE SUMMARY**

**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.**

**ACCOUNTABILITIES**
- **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**

**EXPERIENCE, SKILLS, KNOWLEDGE**

**ESSENTIAL**

**Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, the following experience and skills are required**:
**Experience Required**
- At least 2 years of contact centre experience
- Inbound and Outbound customer service experience
- Experience working under pressure
- C1 English Level

**BENEFICIAL**
- Salesforce Knowledge
- SAP Knowledge
- Sales knowledge

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