Contact Center Agent – Turkish Speaker

Location: Nestlé Business Solutions (NBS), Cairo, Egypt
Company: Nestlé Egypt
Employment Type: Full-time

Position Summary

As a Contact Center Agent, you will be responsible for providing timely and accurate support for HR Business Services (HRBS) and Source-to-Pay (S2P) Vendor Services inquiries through both telephonic and non-telephonic channels. You will play a key role in delivering an excellent employee and stakeholder experience while ensuring compliance with service standards, KPIs, and Service Level Agreements (SLAs).

A day in the Life :

Drive Operational Excellence

• Provide Tier 1 support through phone, email, chat, and self-service channels for HRBS and S2P Vendor Services inquiries.
• Guide employees and stakeholders on processes, procedures, request status, KPIs, SLAs, and support channels.
• Investigate and route Tier 2 queries to the appropriate teams and stakeholders.
• Escalate process issues, technical incidents, and service disruptions when required.
• Accurately document all interactions in line with established processes, templates, and data categorization standards.
• Share process updates, knowledge articles, and best practices with team members.

Ensure Service Delivery

• Deliver contact center services in alignment with the HRBS service delivery framework.
• Support the achievement of agreed service levels, quality standards, KPIs, and SLAs.
• Identify and communicate risks, issues, escalations, and process improvement opportunities in a timely manner.
• Ensure a consistent and high-quality employee experience across all markets within scope.

Drive Continuous Improvement

• Participate in regular reviews with operational teams and stakeholders.
• Contribute to process standardization and continuous improvement initiatives across markets.
• Support knowledge-sharing activities and drive operational efficiency.

What Will Make You Successful

• 0–1 year of experience in customer service, contact center operations, HR services, or a related field.
• Fluent Turkish speaker with strong verbal and written communication skills.
• Strong customer-service mindset with empathy and professionalism.
• Excellent active listening and problem-solving skills.
• Ability to work effectively across multiple systems and CRM platforms.
• Strong organizational skills and attention to detail.
• Resilience, adaptability, and patience in a fast-paced environment.
• Flexibility to work in shifts.
• Ability to meet performance targets and service quality standards.