Consumer Care Representative

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 Pakistan has an exciting opportunity for a Consumer Care Representative

Contract Type: Contract Type: This is a third-party contract role with BAT, for a duration of 6 months

ROLE POSITIONING AND OBJECTIVES

As a consumer agent your responsibility will includes assisting our consumer through multi-channel interactions pertaining to BAT Products/Campaign/trade activities.

WHAT YOU WILL BE ACCOUNTABLE FOR

• 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, escalating complex problems to the appropriate department if vital.
• Product Knowledge: Maintain a detailed 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.
• Performing 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 stakeholders through effective communication and follow-up.
• Meet Performance Metrics: Achieve personal and team targets for call handling, consumer satisfaction, and other important metrics.
• Continuous Improvement: Participate in training and development activities to enhance skills and knowledge.

EXPERIENCE, SKILLS, AND KNOWLEDGE

• Fluency in Arabic & English Language (Written & Spoken) – Fusha Dialect
• Tertiary Marketing or Business qualification desirable.
• At least 1 years of contact center experience.
• Inbound and Outbound consumer service experience.
• Experience in FMCG Sales is preferred. Experience in Salesforce, HubSpot & CRM preferred.
• Ability to adjust to digital advancement.
• Ability to manage Script-Led interaction.
• Intermediate Excel Skill.
• Multitasking: Ability to handle multiple consumer inquiries simultaneously through various channels (phone, email, chat, social media.)
• Technical Troubleshooting: Basic understanding of the products or services to assist consumers with technical issues.
• Conflict Resolution: Managing and resolving consumer complaints in a calm and professional manner.

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 prioritize 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 experiencehere.

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. #LI-NS2