Contact Center Agent - Nestlé

Position Snapshot

Location: Cairo, Egypt

Company: Nestlé Business Services

Full-time

Position Summary

Provide timely resolution of all queries (H2R & S2P - 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 of...

• 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 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 DORs/WORs/MORs/GSTD/FI/ etc.
• Provide support in the generation and publication of all relevant reports and analytics
• Perform periodic activity relevant review's with the different streams
• Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible
  
  

What Will Make You Successful

• 0-1 years of experience
• Strong Communication Skills
• Proficient in MS Office
• Strong Analytical Skills
• Detail oriented
• Trilingual English & Arabic & French