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Contact Center Agent

3 days ago 2025/07/04
Other Business Support Services
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Job Description

Contact Center Agent



Contact Center Agent



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 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
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

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 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
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
Cairo, EG
Cairo, EG

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