Contact Center Agent- Financial Services

Contact Center Agent- Financial Services

Contact Center Agent- Financial Services

Contact Center Agent
POSITION SNAPSHOT
Location: Nestlé Business Services Cairo
Company: Nestlé Egypt
Full-time/ Hybrid Model
POSITION SUMMARY
- Provide timely resolution of Financial Services queries (Vendor/Supplier questions) 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 our suppliers and stakeholders 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 (Contact Center) and Tier 2 (operations team) contacts for both telephonic and non-telephonic contacts.
- Provide direct support on Invoices status, payment details, guidelines, procedures, status of requests, SLAs and help chain
- Dispatch of Tier 2 queries to the right teams 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, S2P (Vendor Services) within the service delivery framework
- 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.
- 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 Financial Services queries (Vendor/Supplier questions) 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 our suppliers and stakeholders 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 (Contact Center) and Tier 2 (operations team) contacts for both telephonic and non-telephonic contacts.
- Provide direct support on Invoices status, payment details, guidelines, procedures, status of requests, SLAs and help chain
- Dispatch of Tier 2 queries to the right teams 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, S2P (Vendor Services) within the service delivery framework
- 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.
- 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