Contact Center Agent – Urdu Speaker

Location: NBS
Company: Nestlé Egypt
Full-time

Purpose of Job:

Provide timely resolution of all queries (HRBS & 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 are in accordance with Service Level Agreements.

Support Total Service Quality levels to the Stakeholders, adhering to E2E standardization.

A DAY IN THE LIFE …

Drive Operational Excellence:

• Execute the standard support model for Tier 1 for both telephonic and non-telephonic (Email, Self-service & Chat) contact by providing direct support on guidelines, procedures, E2E view, the status of requests, KPIs, SLAs, help chain for HRBS & S2P (vendor services) related inquiries.

• Dispatch Tier 2 queries after proper investigation to the right stakeholders.

• Raise process concerns and/or technical outages to management.

• Document all interactions with proper data categories, templates and self-service options based on the interaction specifications.

• Share new findings and/or process updates with the team/senior agent/analyst.

Ensure Service Delivery:

• Execute operational delivery of all activities pertaining to the contact center and ensure the execution of the Contact Center Support Model for all service lines, both HRBS & S2P (Vendor Services) within the service delivery framework of HRBS.

• Provide inputs to manage risks, issues, escalations, process updates and timely manner to deliver the agreed KPIs and SLAs for all Contact Center services.

• Process benefits of transferred staff such as transportation allowance, rent subsidy, infant feeding scheme, and burial benefits, out- of- the pocket benefits, per diem, etc.

-Process retirement and death benefits5. Process other Benefits unique to each market in-scope of NBS.

Continuous Improvement:

• Perform periodic activity-relevant reviews with HRBS Operational teams & Stakeholders.

• Contribute to Continuous Improvement programs and standardization of processes across all markets in scope, whenever possible.

WHAT MAKES YOU SUCCESSFUL:

• 0-1 year of experience in a relevant field

• Proficiency in Urdu

• Fluent in English

• Strong communication and active listening

• Customer‑focused attitude and empathy

• Troubleshooting and problem‑solving skills

• Ability to work with CRMs and multiple systems

• Resilience and patience

• Flexibility for shift work

• Ability to meet performance target