GBS Contact Center Junior agent
BAT
Heredia, Provincia de Heredia
hace 5 días

ROLE POSITIONING AND OBJECTIVES

This role is part of GBS Finance. The role is responsible for taking calls from retailers contracted with Reynolds and their sales representatives.

Resolve inquiries about contracts, payments, payment dates, products, and promotions among others.

Reports to : Team Lead

WHAT YOU WILL BE ACCOUNTABLE FOR

  • Handle inbound calls and tickets to / from clients and CSAs
  • Assist retailers and TMRs with inquiries related to the business on live inbounds
  • Comply with the account KPIs
  • Transfer calls to the Tier2 department
  • Analyze and handle situations that may arise, different from the work routine
  • Improve processes to provide a more effective customer service
  • CAN THIS BE YOUR FUTURE ROLE?

  • Do you have C1 English Level?
  • Do you have advanced skills working with Microsoft Office?
  • ESSENTIAL EXPERIENCE, SKILLS, AND KNOWLEDGE

    Experience Required

  • 1 year of experience in Contact Center (Inbound and / or Outbound service live experience
  • C1 English Level
  • Technical / Functional / Leadership Skills Required

  • Advanced Use of Microsoft Office programs
  • Experience working under pressure
  • Problem-solving and customer service skills.
  • Education / Qualifications / Certifications Required

  • High school diploma
  • BENEFICIAL

  • Sap Knowledge (not indispensable)
  • USA Visa is a plus
  • Salesforce is a plus
  • Email
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