Job Details

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

JOB TITLE: Customer Sales Representative

FUNCTION: Marketing

SENIORITY: Non-Management

LOCATION: Lahore, Pakistan

ROLE POSITIONING AND OBJECTIVES
This role is to consistently provide an outstanding customer experience at every interaction and effectively fulfill the requirements of the Marketing Function with outstanding execution.

WHAT YOU WILL BE ACCOUNTABLE FOR

• Deliver a strong and consistent customer service experience and business performance across all channels (voice, chats, and emails) through the utilisation of the best customer service skill practice.
• Implement diverse outbound campaigns with a proactive ownership approach, ensuring complete end-to-end closure.
• Contribute to state volume, share and profit targets through utilisation of all relevant resources and Return On Investment (ROI) principles.
• Support in cycle plan execution where required virtually and assigned activities in the campaign brief
• Complete within agreed timeframes, specified company and brand activities which take into consideration State legislation, the brand portfolio’s image, distribution, merchandising and pricing strategy.
• Ensure compliance with legal guidelines to maintain and protect BAT’s confidential data effectively.
• Implement all aspects of brand and trade strategies at store level as guided by the end market.
• Enrolment & Guidance on B2B Capabilities.
• Handle support/service blocking issues to/from retailers.
• Develop and maintain mutually beneficial commercial relationships with internal and external partenrs.
• Ensure all Key Performance Indicators (KPI) measures outlined in the scorecard or other metrics that the Engagement Center publishes are achieved.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Bachelor’s degree in any field with at least 1 year of experience in a contact center environment, handling both inbound and outbound customer service. FMCG sales experience is a plus.
• Strong customer service orientation, issue resolution skills, and the ability to manage script-led interactions effectively.
• Experience with Salesforce, SAP, and CRM systems is preferred, along with proficiency in Microsoft Office Suite and advanced Excel skills for data analysis.
• Excellent communication skills to build relationships and guide retail partners, with proficiency in English (advanced level, neutral accent).
• Strong commercial acumen, analytical capability, and adaptability to digital advancements. Experience in account/patch management is an advantage.

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 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.