HR Contact Center Support Specialist

hace 1 mes


San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo

At British American Tobacco, we are seeking a highly skilled and organized HR Contact Center Analyst to join our team in Heredia, CR.

The ideal candidate will be the first point of contact for employees, providing guidance and information while maintaining high-quality service standards.

Main Responsibilities:

  • Handle incoming calls and resolve tickets from end-users efficiently, adhering to established KPIs.
  • Record interactions with end-users in the system, following established processes.
  • Troubleshoot end-user issues, offering guidance and assistance as needed.
  • Process tickets with a commitment to delivering high-quality service, consistently adhering to BAT Standards and procedures.
  • Maintain updated records to fulfill audit requirements and ensure compliance with relevant standards and regulations.
  • Ensure adherence to established operating procedures, both on a global and local scale, to maintain consistency and efficiency across processes.

Requirements:

  • Bachelor's Degree (or currently studying) in Business Administration, Accounting, Human Resources, or related fields.
  • Medium/advanced level MS Office skills.
  • English - at least B2.
  • French (intermediate).
  • Experience with MS Office tools and data manipulation tools, Excel or another database.
  • Good communication skills and excellent customer service.
  • Experience with telephony systems.
  • Team player, proactive, open to feedback.
  • Highly organized and strong analytical skills.
  • 2 or more years of experience in similar roles.
  • Proven ability to work in high-pressure, fast-paced environment.

Estimated Salary: $45,000 - $60,000 per year

About British American Tobacco:

We are a global leader in the tobacco industry, committed to crafting A Better Tomorrow. Our people and passion for innovation drive us to create a better world.



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