job
Egypte, CairoEgypte, Cairo

Nestle Operational Services Worldwide SA

Date de publication 11.05.2024

Contact Center Agent - French Speaker

Contact Center Agent (French 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 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
    • English and French Speakers
    • 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


Contact Center Agent (French 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 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
    • English and French Speakers
    • 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

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