B2B Pro Care Associate (Contact Center) – English Speaker

POSITION SNAPSHOT

Location: Cairo, Egypt
Company: Nestlé Business Services
Full-time


POSITION SUMMARY


Joining Nestlé means you are joining the largest food and Beverage Company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.


You will optimize effectiveness of the Nestle Professional Pro Care Contact Center in NBS Cairo in partnership with the Pro Care Supervisor and the partner on the Market side as well as contribute to the further Customer Service Development and Customer Satisfaction level.


A DAY IN THE LIFE …

• Checks and publishes Daily Call Center Dashboard.
• Listens to calls with low survey records & gives a call back.
• Conducts daily audit, data analysis and reporting in the internal quality of the Pro Care call center.
• Being a SPOC for ticket follow ups and countries escalations, tracks SLA for the ticket closure.
• Tracks, manages, and reports on the campaigns handled by the team.
• Creates and conducts assessments and quiz to assess the quality of the knowledge of the process.
• Collaborates with the market in order to develop and align the grading system for the agents.
• Acting as an expert in the complicated cases and calls.

ARE YOU A FIT?

• 
  

  • Strong Contact / Call Center Framework understanding.
  • Fluent in English (English level C1).
  • Detail Oriented and Organized
  • Strong Analytical Skills
  • Continuous Improvement Mindset
  • Inquisitiveness
  • Ability to work in a challenging environment.
  • Effective organizational and time management abilities
  • Strong Leadership and Communication skills