Engagement Centre Agent

hace 10 horas

Monterrey, México British American Tobacco A tiempo completo

BAT MONTERREY IS LOOKING FOR A ENGAGEMENT CENTRE AGENT

**JOB TITLE: Contact Centre Agent**
**EXTERNAL JOB TITLE: Contact Centre Agent**
**FUNCTION: Marketing**
**SUB FUNCTION: Digital Business Services**
**CITY & COUNTRY: Monterrey, Mexico**

**ROLE SUMMARY**

We are looking for talented individuals to shape and contribute to the success of our new Contact Centre. As a Jr Agent your primary role will be able to assist our consumers with top notch technology inbound calls, website registration inquiries and general questions or concerns regarding our R. J. Reynolds Tobacco Company Brands, transforming the consumer care.

In British American Tobacco we are constantly evolving, therefore your potential to grow with us in the new contact centre or other areas of the company is only limited by You.

**ACCOUNTABILITIES**

As an Engagement Centre Agent You will:

- Handle support/service escalations to/from clients
- Transfer calls to the Tier 2 department
- 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 your position will cover multimedia / multichannel support, like consumer service, end user contact and technical support, the following experience and skills are required:
**Experience Required**
- At least 2 years of contact/Engagement/call centre experience
- Inbound and Outbound Consumer service experience
- Experience working under pressure
- C1 English Level
- **
Availability to start working with us in July**
**BENEFICIAL**:

- Salesforce Knowledge
- Genesys Knowledge

**WE ARE BAT**

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. **See what is possible for you at BAT.**
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner - one of 50 most sustainable companies

**BELONGING, ACHIEVING, TOGETHER**

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. **Come bring your difference

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