**ROLE PROFILE****JOB TITLE: Engagement Centre Jr Agent (G32)****FUNCTION: Marketing****SUB FUNCTION: Digital Business Services****CITY & COUNTRY: Monterrey, Mexico****ROLE SUMMARY**The Engagement Centre Jr Agent's primary role is to take inbound calls, assisting with product complaints, website registration issues or general questions or concerns about RJR Brands. Normally works in a multimedia handling a wide range of activities which may include customer service, customer contact, and technical support**.****ACCOUNTABILITIES**- Handle inbound calls and tickets to/from clients and CSAs- Assist retailers and TMR's with inquiries related to the business on live inbounds- 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**EXPERIENCE, SKILLS, KNOWLEDGE **ESSENTIAL****Experience Required**- At least 2 years of contact centre experience- Inbounds and Outbounds customer service experience- Experience working under pressure- C1 English Level**Technical / Functional / Leadership Skills Required**- Salesforce Knowledge (not indispensable)- SAP Knowledge (not indispensable)**Education / Qualifications / Certifications Required**- Bachelor's Degree in related field (not indispensable)**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!