Contact Center Junior Agent

hace 6 días

Heredia, Costa Rica British American Tobacco A tiempo completo

**BAT is evolving at pace - truly like no other organisation.**

**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 Costa Rica IS LOOKING for a** Contact Center Junior Agent

**SENIORITY LEVEL: Non-**management

**FUNCTION**:Finance**

**SALARY RANGE: Excellent benefits + market leading bonus**

**LOCATION: Heredia**

**ROLE POSITIONING AND OBJECTIVES**

This role is part of GBS Finance. The role is responsible for taking calls from retailers contracted with Reynolds and their sales representatives. Resolve inquiries about contracts, payments, payment dates, products, promotions among others.

**Reports to**:Team Lead

**Reporting Level**:Non**-**Managerial

**Geographic Scope**:Americas

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Handle inbound calls and tickets to/from clients and CSAs
- Assist retailers and TMR’s with inquiries related to the business on live inbounds
- Comply with the account KPIs
- Support and help on Process documentation
- Complete all reports assigned in the recurrence required
- Transfer calls to the Tier2 department
- Analyze and handle situations that may arise, different from the work routine
- Improve processes to provide a more effective customer service

**CAN THIS BE YOUR FUTURE ROLE?**
- Do you have C1 English Level?
- Do you have advanced skills working with Microsoft Office?

**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**
- C1 English Level
- Advanced Use of Microsoft Office programs
- Experience working under pressure
- At least 1 year of contact service experience
- Inbound and Outbound service live experience
- Problem solving and customer service skills.

**BENEFICIAL**
- Sap Knowledge (not indispensable)
- USA Visa is a plus

**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 extraordinary 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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