Consumer Care Representative

3 days ago

Lahore, Punjab, Pakistan BAT Full time

BAT is evolving at a pace into a global multi-category business. With products like VELO, VUSE, and GLO, we aim to decrease the health impact of our industry.

To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Join us on this journey

British American Tobacco Pakistan has an exciting opportunity for a Consumer Care Representative.

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 include assisting our consumers through multi-channel interactions related to BAT products, campaigns, and 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 and documentation.
  • Problem Resolution: Diagnose consumer issues and provide effective solutions, escalating complex problems as needed.
  • Product Knowledge: Maintain detailed understanding of the company's products and services to provide accurate information.
  • 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: Complete activities assigned by internal stakeholders with proper record management.
  • Process Transactions: Handle orders, returns, and exchanges efficiently.
  • Build Relationships: Develop and maintain positive relationships with consumers and internal stakeholders.
  • Meet Performance Metrics: Achieve personal and team targets for call handling, consumer satisfaction, etc.
  • Continuous Improvement: Participate in training and development activities to enhance skills.
Experience, Skills, and Knowledge
  • Fluency in Arabic & English (Written & Spoken) – Fusha Dialect
  • Tertiary qualification in Marketing or Business (desirable)
  • At least 1 year of contact center experience
  • Inbound and outbound consumer service experience
  • Experience in FMCG sales preferred; familiarity with Salesforce, HubSpot & CRM is a plus
  • Ability to adapt to digital advancements
  • Ability to manage script-led interactions
  • Intermediate Excel skills
  • Multitasking ability to handle multiple inquiries across channels
  • Basic understanding of products/services for technical troubleshooting
  • Conflict resolution skills to manage and resolve complaints professionally
What We Offer You
  • Market-leading annual performance bonus (subject to eligibility)
  • Benefits including health plans, work-life balance initiatives, transportation support, flexible holidays, and additional incentives
  • Opportunities for internal advancement and career progression
  • Access to online learning platforms and leadership development programs
  • A transformative environment focused on continuous improvement
Why Join BAT?

We are recognized as a Global Top Employer, committed to excellent employee conditions. We foster collaboration, inclusion, and partnership, embracing talent from all backgrounds to strengthen our organization. We also support professionals re-entering the workforce through programs like The Global Returners program.

Learn more about our culture and employee experience here. If you require accommodations during the recruitment process, please notify us. We are dedicated to supporting your full potential.

#J-18808-Ljbffr

  • Consumer Care Representative

    4 days ago

    Lahore, Punjab, Pakistan The British American Tobacco Group Full time

    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 industryTo achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journeyBritish American Tobacco Pakistan has an exciting opportunity for a Consumer...

  • Customer Care Representative

    2 weeks ago

    Lahore, Punjab, Pakistan Transworld Full time

    Customer Care Representative (Inbound Calls)Are you a motivated individual eager to develop and accelerate your career in customer care? Transworld is looking for a Customer Care Representative (Inbound Calls) to join our team at our Phase 5 D.H.A, Lahore.What You'll Be Doing:• Act as a liaison between the company and its customers.• Take ownership for...

  • Business Operations

    3 days ago

    Lahore, Punjab, Pakistan 365 Care Group Full time

    2 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.We are looking for a motivated and organized individual to join our team as a Business Operations & Support Executive. In this role, you will assist in the smooth running of our daily office tasks, support operations teams, and help improve business...

  • Customer Sales Representative

    4 days ago

    Lahore, Punjab, Pakistan 365 Care Group Full time

    2 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Direct message the job poster from 365 Care GroupHuman Resources & Administrative Coordinator | Talent Acquisition & Management Expert | Driving People-Centric Strategies | Former Physiotherapist &…Position Overview:We are seeking dynamic and motivated...

  • Business Operations

    4 days ago

    Lahore, Punjab, Pakistan 365 Care Group Full time

    1 day ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.We are looking for a motivated and organized individual to join our team as a Business Operations & Support Executive. In this role, you will assist in the smooth running of our daily office tasks, support operations teams, and help improve business...

  • Customer Care Representative

    3 weeks ago

    Lahore, Punjab, Pakistan Infoempregos Full time

    Job Description:We are Looking for *Customer Care Representative* for Freshers Required. Best Opportunity for Fresh Students. Job Type: Fresher / Experienced (Preferred).We are looking for a young talent to join our team in a position with no previous experience. If you are proactive and want to learn, contact usRequirements:Willingness to learn and adapt to...

  • Customer Care Representative

    4 days ago

    Lahore, Punjab, Pakistan Vantage Developers Full time

    Bachelor's degree in Business Administration, Finance, or related fieldVANTAGE DEVELOPERS is a prominent sole proprietorship in the real estate sector, based in Lahore. We focus on excellence in residential and commercial property development. We invite fresh graduates to apply for the Customer Care Representative position to join our dedicated team and help...

  • Customer Care

    7 days ago

    Lahore, Punjab, Pakistan Haust Club Pakistan Full time

    Job Description: Customer Care Service Representative at Haust Club PakistanResponsibilities:Respond to customer inquiries via phone, email, and chatResolve customer complaints in a professional mannerProvide information about our servicesMaintain a positive, empathetic, and professional attitude towards customersJob SpecificationSocial Media...

  • Social Media Marketing Specialist

    4 weeks ago

    Lahore, Punjab, Pakistan MODIST CARE Full time

    Get AI-powered advice on this job and more exclusive features.Modist Care is Pakistan's fast-growing, science-backed skincare brand on a mission to empower confidence through honest formulas and personalized experiences. We celebrate natural beauty from the inside out—championing transparency in ingredients, sustainability, and education to help every...

  • Compassionate Patient Care Advocate

    7 days ago

    Lahore, Punjab, Pakistan beBeePatientService Full time

    Patient Service Representative Job DescriptionWe are seeking a skilled Patient Service Representative to join our team. This individual will be responsible for providing exceptional customer service and ensuring that patients receive the best possible care.Responsibilities:Contact patients via telephone prior to their scheduled appointment.Interview patients...