BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE, and GLO, we are on a mission to decrease the health impact of our industry.To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!British American Tobacco Mexico has an exciting opportunity for an Engagement Centre Jr Agent in Monterrey.We are looking for talented individuals 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.Your key responsibilities will include:Handle support/service escalations to/from clients.Transfer calls to the Tier 2 department.Track and report system issues as needed.Stay current with system information, changes, and updates.Comply with service level agreements.Support and help with 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.What are we looking for?At least 2 years of contact centre experience.Inbound and outbound customer service experience.Experience working under pressure.Salesforce and SAP knowledge (desirable).What we offer you?Market leading annual performance bonus (subject to eligibility).Diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives.Access to online learning platforms and personalized growth programs to nurture your leadership skills.Continuous improvement within a transformative environment, preparing for ongoing changes.WHY JOIN BAT?We're one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.Collaboration, inclusion, and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives, and thinking styles.We see career breaks as opportunities, not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce.If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to supporting you by making appropriate arrangements for you to demonstrate your full potential.#J-18808-Ljbffr