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HR Contact Centre Agent- French Speaker

4 months ago

Egypt Nestle Operational Services Worldwide SA Full time

Contact Center Agent

POSITION SNAPSHOT

Location:
Nestlé Business Services Cairo

Company:
Nestlé Egypt

Full-time/ Hybrid Model

***- 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

  • Execute the standard support model for both Tier 1 and Tier 2 contacts for both telephonic and nontelephonic 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 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
  • French Speaker
  • Service Oriented
  • Proficient in MS Office
  • Strong Analytical Skills
  • Detail Oriented and Organized
  • Ability to work in a challenging environment