Business Process Specialist

hace 3 días


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

We are looking for a Business Process Specialist to join our team at British American Tobacco. In this role, you will be responsible for ensuring seamless interactions between retailers, Trade Marketing Representatives, and our finance team.

You will handle inbound calls and tickets to/from clients and Trade Marketing Representatives, resolving inquiries about contracts, payments, payment dates, products, promotions among others.

Main Responsibilities:

  1. Contact Center Operations: Handle inbound calls and tickets to/from clients and Trade Marketing Representatives
  2. Support Retailers and Trade Marketing Representatives: Assist with inquiries related to the business on live inbounds
  3. Metrics Alignment: Ensure alignment with account important metrics
  4. Tier2 Department Transfer: Transfer calls to the Tier2 department when necessary
  5. Situation Analysis: Analyze and handle situations that may arise, different from the work routine
  6. Process Improvement: Improve processes to provide a more effective customer service

Essential Requirements:

  • At least 1 year of contact service experience
  • Inbound and Outbound service live experience
  • C1 English Level
  • Intermediate use of Microsoft Office programs
  • Well-developed prioritisation and time management skills whilst working under pressure
  • Problem solving and customer service skills


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