POSITION SNAPSHOT
Location: Egypt
Company: Nestl e Business Services Cairo
Department: Integrated Marketing Services
Full-time Job
POSITION SUMMARY
To Handle incoming calls and Ensure all calls are logged in CRM/C4C, respond
to social media contact us requests and Emails covering the following
Services: Technical machine assistance, telemarketing, order capturing,
payment collection and dues payments. Conducts survey and service satisfaction
assessments. Attending ongoing training and Knowledge transfer sessions and
carry out general, quantitative, and qualitative insightful reports covering
all mentioned services.
A DAY IN THE LIFE …
* Handling received engagement to MENA region Consumer Care Center. For different contact reasons and through various channels (telephone, Emails, contact us forms, social contacts)
* Guide Nestle Professional Customers and Consumers through complains handling and other queries regarding Nestle products range and Services.
* Conduct Consumer/Customer satisfaction Surveys
* Ensure cases are followed up with operational team on time resolving. Real time alerts and regular updates in case of crises
* Extracting data from the tools and consolidating an insightful report that is shared with stakeholders on daily basis.
* Promote and support continuous improvement initiatives by leveraging NCE practices such as ORs/ GSTD/FI
* Follow, and help to improve, standard global processes and standard routines
ARE YOU A FIT?
* Bilingual English & Arabic
* 0-2 years of experience in customer service
* Proficient use of Microsoft office
* Experience working in Cross-functional teams
* Strong Analytical Skills
* Detail Oriented and Organized
* Strong Leadership and Communication skills
* 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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