Nigeria Today
Global Support Analyst at British America Tobacco
Job number 1294BR
Job title Global Support Analyst
Location/City Stellenbosch
Appointment type Permanent
Job purpose and key deliverables
The Global Support Analyst is responsible for providing first level support to Global BAT employees on GLZ & e-Recruitment systems (SAAS platforms). Use excellent customer service skills coupled with their strong analytical skills to assist customers with their support related enquiries. Resolve 80% of all queries at first point of call and perform a log and dispatch role for the remaining service requests within agreed Service Level Agreements. Provide excellent customer services to all stakeholders to promote HR’s reputation.
Key Deliverables
Service Support
Provides first contact call handling:
o Learning programmes, transactions
o Capability Assessment processes
o Training queries
Providing end users’ assistance and training.
Liaising with employees in other organisations an assist in resolving ad hoc training issues.
Uploading training information in the LMS.
Performing group/manual registrations.
Participating in the roll out of Online courses.
Proof reading the content of all online courses and communicate all content related issues to the content provider.
Data manipulation in order to create lists of employees who need to complete courses.
Converting Waitlist to Interest list on completion of sessions.
Closing classroom sessions updating scores.
Cancelling sessions.
Generating non-scheduled reports based on business requirements and producing numerous reports (metrics & MI).
Reviewing period registration reports – flag programme cancellation requirements.
Sending custom Joining Instructions.
Applying cross charge policies.
Being part of an participation to the CLIEN Cornerstone
Administrators community
Call logging – ensure all queries as logged, tracked and resolved.
Relationship building – engagement with various stakeholders required throughout BAT business.
Innovation – identify opportunities to improve LMS and escalates accordingly
Essential requirements
University Degree or Equivalent.
System experience of the following will be an advantage:
-Talent / Learning Management System
-Call logging system
– MS Excel & MS Word
Desirable requirements
Conflict Resolution ability Problem solving ability.
Assertiveness and able to cope under pressure.
Creative and innovative thinker.
Working at BAT British American Tobacco (www.bat.com) is a market leading, global organisation with a long, established history and a bright and dynamic future. Thanks to our people we have continued to deliver growth and exceed expectations in an increasingly complex and challenging marketplace.
Our aim is to become the leading tobacco company in each of our markets by providing excellent products with confidence and responsibility expected of global consumer brands.
If you have the talent and motivation to help us succeed you’ll find we are equally committed to helping you reach your full potential too.
Employment Equity Statement
All applicants with South African citizenship will be considered, with the understanding that preference will be given to the designated groups in accordance with the Company’s Employment Equity Policy and – Plan.
Internal candidates who meet the criteria will be considered as first priority.
Attention will also be focused on people with disabilities
Feedback will not be provided to individuals who have not been invited to interview.
Employing company British American Tobacco South Africa
Removal Date 09-May-2013
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