Human Resources Contact Center Specialist

hace 2 semanas

San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo
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At British American Tobacco, we're committed to crafting a better tomorrow.

We're looking for a skilled Human Resources Contact Center Specialist to join our team.

As a key member of our global employee service team, you'll be responsible for providing exceptional support to our colleagues around the world.

Key Responsibilities:

  1. Handle incoming calls and tickets from end-users, addressing their inquiries efficiently and effectively.
  2. Provide accurate guidance and information, adhering to established KPIs and company policies.
  3. Troubleshoot end-user issues, offering guidance and assistance as needed, and redirecting cases to the appropriate resolver groups when necessary.
  4. Process tickets with a commitment to delivering high-quality service, consistently adhering to BAT Standards and procedures.
  5. Maintain updated records to fulfill audit requirements, ensuring compliance with relevant standards and regulations.
  6. Ensure adherence to established operating procedures, both globally and locally, to maintain consistency and efficiency across processes.
  7. Monitor performance against service standards, established SLAs, and KPIs, ensuring a professional, efficient, and quality service is consistently provided to customers.
  8. Manage reports and sensitive data with a focus on confidentiality, security, and adherence to data protection protocols.
  9. Cultivate positive relationships with key stakeholders to foster collaboration and support organizational objectives.

Requirements:

  1. Bachelor's Degree in Business Administration, Accounting, Human Resources, or related fields.
  2. MS Office - medium/advanced level.
  3. English - at least B2.
  4. Experience with MS Office tools and data manipulation tools, Excel or another database.
  5. Good communication skills and excellent customer service.
  6. Experience with telephony systems.
  7. Team player, proactive, open to feedback.
  8. Highly organized and strong analytical skills.
  9. 2 or more years of experience in similar roles.
  10. Proven ability to work in high-pressure, fast-paced environments.
  11. Experience with SLA and working with KPIs.

Benefits:

  • SuccessFactors Knowledge
  • Service Now Knowledge
  • Genesys system Knowledge
  • French (intermediate) or Portuguese Knowledge (intermediate)

We're a global top employer with 53,000 BAT people across more than 180 markets. Our brands are sold in over 200 markets, made in 44 factories in 42 countries. We're committed to diversity, collaboration, and partnership, and we're looking for someone who shares our values.

","

We're seeking a skilled Human Resources Contact Center Specialist to join our team at British American Tobacco.

As a key member of our global employee service team, you'll be responsible for providing exceptional support to our colleagues around the world.

Key Responsibilities:

  1. Handle incoming calls and tickets from end-users, addressing their inquiries efficiently and effectively.
  2. Provide accurate guidance and information, adhering to established KPIs and company policies.
  3. Troubleshoot end-user issues, offering guidance and assistance as needed, and redirecting cases to the appropriate resolver groups when necessary.
  4. Process tickets with a commitment to delivering high-quality service, consistently adhering to BAT Standards and procedures.
  5. Maintain updated records to fulfill audit requirements, ensuring compliance with relevant standards and regulations.
  6. Ensure adherence to established operating procedures, both globally and locally, to maintain consistency and efficiency across processes.
  7. Monitor performance against service standards, established SLAs, and KPIs, ensuring a professional, efficient, and quality service is consistently provided to customers.
  8. Manage reports and sensitive data with a focus on confidentiality, security, and adherence to data protection protocols.
  9. Cultivate positive relationships with key stakeholders to foster collaboration and support organizational objectives.

Requirements:

  1. Bachelor's Degree in Business Administration, Accounting, Human Resources, or related fields.
  2. MS Office - medium/advanced level.
  3. English - at least B2.
  4. Experience with MS Office tools and data manipulation tools, Excel or another database.
  5. Good communication skills and excellent customer service.
  6. Experience with telephony systems.
  7. Team player, proactive, open to feedback.
  8. Highly organized and strong analytical skills.
  9. 2 or more years of experience in similar roles.
  10. Proven ability to work in high-pressure, fast-paced environments.
  11. Experience with SLA and working with KPIs.

Benefits:

  • SuccessFactors Knowledge
  • Service Now Knowledge
  • Genesys system Knowledge
  • French (intermediate) or Portuguese Knowledge (intermediate)

We're a global company with a strong commitment to innovation, diversity, and collaboration.

","

We're seeking a skilled Human Resources Contact Center Specialist to join our team at British American Tobacco.

As a key member of our global employee service team, you'll be responsible for providing exceptional support to our colleagues around the world.

Key Responsibilities:

  1. Handle incoming calls and tickets from end-users, addressing their inquiries efficiently and effectively.
  2. Provide accurate guidance and information, adhering to established KPIs and company policies.
  3. Troubleshoot end-user issues, offering guidance and assistance as needed, and redirecting cases to the appropriate resolver groups when necessary.
  4. Process tickets with a commitment to delivering high-quality service, consistently adhering to BAT Standards and procedures.
  5. Maintain updated records to fulfill audit requirements, ensuring compliance with relevant standards and regulations.
  6. Ensure adherence to established operating procedures, both globally and locally, to maintain consistency and efficiency across processes.
  7. Monitor performance against service standards, established SLAs, and KPIs, ensuring a professional, efficient, and quality service is consistently provided to customers.
  8. Manage reports and sensitive data with a focus on confidentiality, security, and adherence to data protection protocols.
  9. Cultivate positive relationships with key stakeholders to foster collaboration and support organizational objectives.

Requirements:

  1. Bachelor's Degree in Business Administration, Accounting, Human Resources, or related fields.
  2. MS Office - medium/advanced level.
  3. English - at least B2.
  4. Experience with MS Office tools and data manipulation tools, Excel or another database.
  5. Good communication skills and excellent customer service.
  6. Experience with telephony systems.
  7. Team player, proactive, open to feedback.
  8. Highly organized and strong analytical skills.
  9. 2 or more years of experience in similar roles.
  10. Proven ability to work in high-pressure, fast-paced environments.
  11. Experience with SLA and working with KPIs.

Benefits:

  • SuccessFactors Knowledge
  • Service Now Knowledge
  • Genesys system Knowledge
  • French (intermediate) or Portuguese Knowledge (intermediate)

We're a leading employer with a strong commitment to diversity, collaboration, and innovation.

"]

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