EC Consumer Care Agent

hace 1 semana

Monterrey, México British American Tobacco A tiempo completo

BAT is evolving at pace - truly like no other organization.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey

BAT MEXICO IS LOOKING FOR AN EC CONSUMER CARE AGENT

SENIORITY LEVEL: Entry Level

FUNCTION: Digital Business Solutions

LOCATION: Monterrey, Mexico

ROLE POSITIONING AND OBJECTIVES

We are looking for talented individuals to shape and contribute to the success of our new Engagement Centre VCP Team. As a Virtual Agent your primary role will be to assist our Reynolds TM’s and retailers with inbound calls and outbound calls and emails, education on new product initiatives, promotions, 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.

WHAT YOU WILL BE ACCOUNTABLE FOR

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

ESSENTIAL EXPERIENCE, SKILLS, AND KNOWLEDGE

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

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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