Contact Center Agent - Urdu Speaker

Location: NBS Cairo, Egypt
Company: Nestlé Business Solutions (NBS)
Department: HRBS
Hybrid

Position Summary

The Contact Center Agent is responsible for providing high-quality support to employees, vendors, and stakeholders by handling HRBS and Source-to-Pay (S2P Vendor Services) inquiries through multiple channels. The role ensures timely resolution of requests, adherence to Service Level Agreements (SLAs), and delivery of a consistent customer experience while supporting continuous process improvement.

A Day in the Life

Customer Support & Query Resolution

• Handle Tier 1 inquiries through multiple channels, including phone, email, chat, and self-service platforms.
• Provide accurate information on policies, procedures, request status, service offerings, KPIs, and SLAs related to HRBS and S2P Vendor Services.
• Investigate customer inquiries and ensure timely resolution or escalation when necessary.
• Route complex Tier 2 inquiries to the appropriate stakeholders after conducting initial analysis.

Service Delivery Excellence

• Execute daily contact center activities in line with the Contact Center Support Model.
• Ensure all requests are managed within agreed service levels and quality standards.
• Identify and escalate process issues, risks, and system outages in a timely manner.
• Maintain accurate documentation of all customer interactions using the appropriate systems and templates.

Knowledge Management

• Stay updated on process changes, policies, and service updates.
• Share new learnings, best practices, and process enhancements with team members.
• Contribute to maintaining knowledge articles and support documentation.

Stakeholder Management

• Collaborate with HRBS Operational Teams, Vendor Services teams, and other stakeholders to ensure seamless issue resolution.
• Support effective communication between customers and internal teams.

Continuous Improvement

• Participate in process reviews and service improvement initiatives.
• Identify opportunities to enhance customer experience, increase efficiency, and drive standardization across supported markets.
• Contribute to continuous improvement projects and operational excellence initiatives.

What Will Make You Successful

• 0-2 year of experience in Customer Service, Contact Center, HR Services, Shared Services, or a related field.
• Fluency in Urdu (written and spoken).
• Strong communication and active listening skills.
• Customer-focused mindset with a high level of empathy and professionalism.
• Strong problem-solving and troubleshooting abilities.
• Ability to work effectively with CRM systems and multiple digital platforms.
• Strong organizational skills and attention to detail.
• Resilience and ability to perform in a fast-paced environment.
• Flexibility to work in shifts when required.
• Ability to meet service quality, productivity, and performance targets.