**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 COSTA RICA IS LOOKING FOR A** **CONTACT CENTER AGENT (JUNIOR LEVEL)**
**SENIORITY LEVEL**:Non-management
**FUNCTION**: Finance
**LOCATION**:Heredia, Costa Rica
**ROLE POSITIONING AND OBJECTIVES**
This role is part of GBS Finance.
The role is responsible for taking calls from retailers contracted with Reynolds and their sales representatives. Resolve inquiries about contracts, payments, payment dates, products, promotions among others.
**Reports to**:Contact Center Team Lead
**Reporting Level**:Non-management
**Geographic Scope**:USA
**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Handle inbound calls and tickets to/from clients and Trade Marketing Representatives
- Assist retailers and Trade Marketing Representatives with inquiries related to the business on live inbounds
- Align with the account important metrics
- Transfer calls to the Tier2 department
- Analyze and handle situations that may arise, different from the work routine
- Improve processes to provide a more effective customer service
**CAN THIS BE YOUR FUTURE ROLE?**
- Do you have a desire to build a career with a truly global organization working in a geographically and culturally diverse team?
- Do you have previous experience working in customer service?
**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**
- At least 1 year of contact service experience
- Inbound and Outbound service live experience
- C1 English Level
- Intermediate use of Microsoft Office programs
- Well-developed prioritisation and time management skills whilst working under pressure
- Problem solving and customer service skills.
**BENEFICIAL**
- Sap Knowledge (not indispensable)
- USA Visa is a plus
**WE ARE BAT**
At BAT, we are committed to our Purpose of crafting 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 special 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 balanced companies
**BELONGING, ACHIEVING, TOGETHER**
Collaboration, diversity, and partnership 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!
