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 company driven by our purpose to improve the quality of life and contribute to a healthier future.


In this role, you will handle incoming calls and ensure all calls are logged in CRM. Respond to social media "contact us" requests and emails, covering the following services: technical machine assistance, telemarketing, order capturing, payment collection, and dues payments. Conduct surveys and service satisfaction assessments. Attend ongoing training and knowledge transfer sessions and generate general, quantitative, and qualitative insightful reports covering all mentioned services.


A DAY IN THE LIFE …

• Handle incoming engagements to the MENA region Pro Care Call Center for various contact reasons and through multiple channels.
• Guide Nestle Professional customers and consumers through complaint handling and other queries regarding Nestle product range and services.
• Conduct outbound calls for new prospects (leads) or offer Nestle Professional products or solutions (telesales).
• Conduct consumer/customer satisfaction surveys.
• Ensure cases are followed up with the operational team for timely resolution.
• Provide real-time alerts and regular updates in case of crises.
• Ensure proper notification and escalation of critical complaints and irate customers.
• Stay updated on changes in messaging and ways of working.
• Execute additional tasks assigned by the Line Manager or the Market.
• Promote and support continuous improvement initiatives by leveraging NCE practices such as ORs/GSTD/FI.
• Follow and help improve standard global processes and routines.

What will make you successful…

• Bachelor’s degree in any field.
  
• Minimum 1 year of relevant experience.
  
• Full proficiency in English language skills.
  
• Full proficiency in Urdu language skills.
  
• Knowledge with Microsoft Office applications (Microsoft Excel is a plus).
  
• Excellent Communications skills and problem-solving skills.
  

We are Nestlé, 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.