Contact Center Agent

POSITION SNAPSHOT
Location: Nestlé Business Services Cairo
Company: Nestlé Egypt
Full-time/ Hybrid Model

POSITION SUMMARY

• Provide timely resolution of all queries (Human Resources & Financial Services - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the NBS Contact Center
• Ensure the accuracy and timeliness of services delivered to employees is following Service Level Agreements
• Support Total Service Quality levels to the Stakeholders, adhering to E2E standardization.

A DAY IN THE LIFE …

- Execute the standard support model for both Tier 1 and Tier 2 contacts for both telephonic and non-telephonic contacts.

- Provide direct support on guidelines, procedures, deep knowledge transfer on the process, E2E view, status of requests, KPIs, SLAs, help chain, data standards

- Dispatch of Tier 2 queries to the right stakeholders and timely closure of tickets

- Execute operational delivery of all activities of the contact center and ensure the execution of the Contact Center Support Model for all service lines, both H2R & S2P (Vendor Services) within the service delivery framework of H2R.

- Provide inputs to manage risks, issues, escalations and change in a cost-effective and timely manner to deliver the agreed KPIs and SLAs for all Contact Center services.

- Support NCE process improvement initiatives through regular operational reviews

- Provide support in the generation and publication of all relevant reports and analytics

- Perform periodic activity-relevant reviews with the different streams

- Contribute to Continuous Improvement programs and standardization of processes across all markets in scope, whenever possible

ARE YOU A FIT?

• • Bachelor’s degree in a relevant field
  • Listening, verbal, and written communication skills
  • Service Oriented
  • Proficient in MS Office
  • Strong Analytical Skills
  • Detail Oriented and Organized
  • Ability to work in a challenging environment