Engagement Centre Agent
British American Tobacco
- Selangor
- Permanent
- Full-time
- Handle day to day interactions from consumers through available channel (phone call, emails, live chats, etc).
- Stay current with latest product knowledge and campaigns from marketing team.
- Comply with service level agreements.
- Support and help on process documentation & reporting when necessary.
- 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.
- Stay current with system information, changes and updates applicable to the role.
- Proficient in English and Bahasa Malaysia OR English and Mandarin (Speaking + Writing Skill).
- 1 to 2 years of working experience, preferably in engagement centre / contact centre.
- Customer/Consumer service experience with inbound/outbound interaction phone call, chats, emails, etc.
- Able to work under pressure and have great teamwork spirit
- Good communication skills.
- Customer Service/ Phone Etiquette skills.
- Problem-solving skills.
- Strong resilience and adaptability.
- CRM tools, HubSpot
- Any telephony tools (Preferred: Genesys knowledge)
- Salesforce
- Certified in HSK Level 5/6 or relevant language proficiency test in Chinese OR equivalent in Bahasa Malaysia OR High School certification also in Bahasa Malaysia and Mandarin are welcomed to apply.
- 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 world-class 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 sustainable companies