About this role
Contact Center Agent - Urdu Speaker Location: NBS Cairo, Egypt Company: Nestlé Business Solutions (NBS) Department : HRBS Hybrid Position Summary The Contact Center Agent is responsible for providing high-quality support to employees, vendors, and stakeholders by handling HRBS and Source-to-Pay (S2P Vendor Services) inquiries through multiple channels. The role ensures timely resolution of requests, adherence to Service Level Agreements (SLAs), and delivery of a consistent customer experience while supporting continuous process improvement.
- A Day in the Life Customer Support & Query Resolution Handle Tier 1 inquiries through multiple channels, including phone, email, chat, and self-service platforms.
- Provide accurate information on policies, procedures, request status, service offerings, KPIs, and SLAs related to HRBS and S2P Vendor Services.
- Investigate customer inquiries and ensure timely resolution or escalation when necessary.
- Route complex Tier 2 inquiries to the appropriate stakeholders after conducting initial analysis.
- Service Delivery Excellence Execute daily contact center activities in line with the Contact Center Support Model.
- Ensure all requests are managed within agreed service levels and quality standards.
- Identify and escalate process issues, risks, and system outages in a timely manner.
- Maintain accurate documentation of all customer interactions using the appropriate systems and templates.
- Knowledge Management Stay updated on process changes, policies, and service updates.
- Share new learnings, best practices, and process enhancements with team members.
- Contribute to maintaining knowledge articles and support documentation.
- Stakeholder Management Collaborate with HRBS Operational Teams, Vendor Services teams, and other stakeholders to ensure seamless issue resolution.
- Support effective communication between customers and internal teams.
- Continuous Improvement Participate in process reviews and service improvement initiatives.
- Identify opportunities to enhance customer experience, increase efficiency, and drive standardization across supported markets.
- Contribute to continuous improvement projects and operational excellence initiatives.
- What Will Make You Successful 0-2 year of experience in Customer Service, Contact Center, HR Services, Shared Services, or a related field.
- Fluency in Urdu (written and spoken).
- Strong communication and active listening skills.
- Customer-focused mindset with a high level of empathy and professionalism.
- Strong problem-solving and troubleshooting abilities.
- Ability to work effectively with CRM systems and multiple digital platforms.
- Strong organizational skills and attention to detail.
- Resilience and ability to perform in a fast-paced environment.
- Flexibility to work in shifts when required.
- Ability to meet service quality, productivity, and performance targets.