EC Consumer Care Representative

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey Tomorrow can't wait, let's shape it together

British American Tobacco GBS Pakistanhas an exciting opportunity for a EC Consumer Care Representative in Lahore.

ROLE SUMMARY

We are looking for talented individuals to shape and contribute to the success of our Engagement Centre. As a consumer care agent your responsibility will includes assisting our consumer through multi-channel interactions pertaining to BAT Products/Campaign/Survey activities.

Your key responsibilities will include:

• Consumer Interaction: Handle consumer inquiries and complaints via phone, email, and chat, ensuring timely and accurate responses/documentation.
• Problem Resolution: Diagnose consumer issues and provide effective solutions, advancing complex problems to the appropriate department if needed.
• Product Knowledge: Maintain a thorough understanding of the company's products and services to provide accurate information to consumers.
• Consumer Records Management: Update and manage consumer account information, ensuring all interactions are documented accurately.
• Feedback Collection: Gather and report consumer feedback to help improve products and services.
• Driving daily assigned surveys and ensuring accurate information is recorded in the relevant databases
• Executing Ad-hoc Tasks: Timely and accurate implementation of activities assigned by internal stakeholders with complete record management.
• Process Transactions: Handle orders, returns, and exchanges efficiently.
• Build Relationships: Develop and maintain positive relationships with consumers and internal collaborators through effective communication and follow-up.
• Meet Performance Metrics: Achieve personal and team targets for call handling, consumer satisfaction, and other KPIs.
• Continuous Improvement: Participate in training and development activities to enhance skills and knowledge.

What are we looking for?

Experience Required

• At least 1 year of contact centre experience.
• Inbound and Outbound consumer service experience.
• Experience in FMCG Sales is preferred.
• Customer Service Oriented.
• Ability to adjust to digital advancement.
• Issue Resolution.
• Experience in Hubspot, Gensys, & Relevant CRMs
• Ability to manage Script-Led interaction.
• Excellent Communication Skills to build relationships and provide guidance.

Technical / Functional / Leadership Skills Required

• Advanced English Level & neutral accent with the ability to communicate clearly and effectively.
• Intermediate Excel Skill.
• Multitasking: Ability to handle multiple consumer inquiries simultaneously through various channels (phone, email, chat.)
• Technical Troubleshooting: Basic understanding of the products or services to assist consumers with technical issues.
• Active Listening: Fully concentrating, understanding, and responding to consumer needs.
• Conflict Resolution: Managing and resolving consumer complaints in a calm and professional manner.
• Empathy: Understanding and sharing the feelings of consumers to provide personalized support.
• Adaptability: Ability to adjust to different consumer personalities and changing situations.

Education / Qualifications / Certifications Required

• A bachelor's degree in a business field

What we offer you?

• We offer a market leading annual performance bonus (subject to eligibility)

• Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives

• Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.

• You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills

• We prioritise 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 know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the 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 (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.

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 support you by making appropriate arrangements for you to demonstrate your full potential.