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