**BAT is evolving at pace - truly like no other organisation.****To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!****BAT **MEXICO **IS LOOKING FOR AN** ENGAGEMENT CENTRE JR AGENT**SENIORITY LEVEL**:Entry Level**FUNCTION**: Marketing**LOCATION**:Monterrey, Mexico**ROLE POSITIONING AND OBJECTIVES**We are looking for talented individuals in order to shape and contribute to the success of our new Engagement Centre. As a Jr Agent your primary role will be to assist our consumers with inbound calls, website registration inquiries and general questions or concerns regarding our RJR Brands.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.*****Reports to**:Team Lead**Geographic Scope**:Mexico / US**WHAT YOU WILL BE ACCOUNTABLE FOR**- 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.**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**- 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**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!
