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