Engagement Centre Agent (Contact Centre)

**AT BAT MEXICO WE ARE LOOKING FOR AN ENGAGEMENT CENTRE AGENT****ROLE SUMMARY****As British American Tobacco is constantly evolving, there is potential to grow with us in the engagement centre or to other areas of the company.****ACCOUNTABILITIES**- **Handle support/service escalations to/from clients**:- ** 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****Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, the following experience and skills are required**:**Experience Required**- At least 2 years of contact centre experience- Inbound and Outbound customer service experience- Experience working under pressure- C1 English Level**BENEFICIAL**- Salesforce Knowledge- SAP Knowledge- Sales knowledge