Job Details

BAT is evolving at pace into a global multi-category business 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!

Being the first point of contact for the employees of the company when they call or raise a ticket to GBS, providing the correct guide and information for them, according to the KPIs and company policies; with a good customer service orientation.

Your key responsibilities will include:

• Handle incoming calls and resolve tickets from end users to address their inquiries efficiently, according to the established Key Performance Indicators (KPIs).
• Record all interactions with end users in the system, as per the established processes.
• Troubleshoot end user issues and offer guidance and assistance as needed. Redirect cases to the appropriate resolver groups when necessary.
• Process tickets with a commitment to delivering high-quality service, consistently adhering to the BAT Standards and procedures.
• Maintain updated records to fulfil audit requirements and ensure compliance with relevant standards and regulations.
• Ensure adherence to established operating procedures, both on a global and local scale, to maintain consistency and efficiency across processes.
• Monitors own performance against service standards, established SLAs and KPIs, to ensure that a professional, efficient, and quality service is consistently provided to customers.
• Managing reports and sensitive data with a focus on confidentiality, security, and adherence to data protection protocols.
• Cultivating positive relationships with key stakeholders to foster collaboration and support organizational objectives.

What are we looking for?

• 2 or more years of experience in similar roles
• Experience with MS Office tools and data manipulation tools, Excel or another database etc.
• Dealing with SLA and working with KPIs
• Experience with telephony systems as well as Customer service oriented and detailed oriented.
• Advanced English

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 (subject to eligibility)
• 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.