POSITION SNAPSHOT
Location: Nestl e Business Services Cairo
Company: Nestle Egypt
Full-time/ Hybrid Model
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 …
- 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 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
* 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
We are Nestle, the largest food and beverage company. We are 308,000 employees
strong driven by the purpose of enhancing the quality of life and contributing
to a healthier future. Our values are rooted in respect: respect for
ourselves, respect for others, respect for diversity and respect for our
future. With more than CHF 91.4 billion sales in 2018, we have an expansive
presence with 413 factories in more than 85 countries. We believe our people
are our most important asset, so we'll offer you a dynamic inclusive
international working environment with many opportunities across different
businesses, functions and geographies, working with diverse teams and
cultures. Want to learn more? Visit us at www.nestle.com .
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