British American Tobacco Hiring for Customer Care Representative Job at Auckland Full Time

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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: Entry Level

FUNCTION: Sales and Marketing

SALARY RANGE: $58k – $65k NZD base salary

LOCATION: Auckland, New Zealand

JOB TYPE: Fixed term contract to September 2022

ROLE POSITIONING AND OBJECTIVES

A part of our new Vuse (Vapour) Customer Care Team, based in Auckland, this role is responsible for handling customer queries via a variety of channels, including social, and creating a best-in-class customer experience.

Reports to: eCommerce Executive

Reporting Level: Individual Contributor

Geographic Scope: Local

WHAT YOU WILL BE ACCOUNTABLE FOR

• Being the first point of contact for Vuse customer enquiries received through phone, email, website contact and social media channels
• Delivering a market-leading customer service experience, and driving customer loyalty
• Providing product education and expert advice on the Vuse product range directly to customers
• Analysing and problem-solving customer queries, and following them through to successful resolution
• Assisting Vuse customers in completing online orders and managing their order subscriptions
• Making outbound customer contact, where required, in line with marketing campaigns
• Proactively informing the Customer Engagement Team on any potential issues or customer trends
• Building and maintain effective relationships with internal stakeholders and Vuse customers

CAN THIS BE YOUR FUTURE ROLE?

• Do you get a kick out of making customers happy?
• Do you enjoy solving problems and managing a variety of different challenges each day?

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• At least one-year prior experience in a customer service/retail/sales role
• A proactive and customer-first attitude
• Superior written and verbal communication skills
• Tech-savvy with a good understanding of MS Office suite of applications
• Strong analytical problem-solving skills
• Ability to learn and use a variety of software systems
• Ability to work individually and collaboratively

BENEFICIAL

• Experience in an FMCG environment is a bonus.

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!

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