*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