Engagement Centre Agent

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: Non- management

FUNCTION: GBS Marketing

SALARY RANGE: Market salary + Excellent benefits + Market leading bonus

LOCATION: Sunway Geo, Kuala Lumpur

ROLE POSITIONING AND OBJECTIVES

We are looking for talented individuals to shape and contribute to the success of our new Engagement Centre. As an Agent your primary role will be to assist our consumers with inbound/outbound interactions pertaining to general queries regarding our range of products/campaigns. As British American Tobacco is constantly evolving, there is potential to grow with us in the engagement centre or to other areas of the company. 

Reports to: Engagement Centre Supervisor

Reporting Level: N/A

WHAT YOU WILL BE ACCOUNTABLE FOR

• 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.

ESSENTIAL EXPERIENCE, SKILLS, AND KNOWLEDGE

• 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.

BENEFITS

• 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.

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• 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

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference! #LI-TR1