Contact Center Agent ( Turkish Speaker)

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 in accordance with 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 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 pertaining to the contact center and ensuring the execution of the Contact Center Support Model for all service lines, both H2R & S2P (Vendor Services) withing the service delivery framework of H2R.  

- Provide input 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 DORs/WORs/MORs/GSTD/FI/ etc. 

- 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 Improvements 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