Contact Center Agent - Urdu Speaker

Job description

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.

Department

HRBS Hybrid

Position Summary

Fluency in Urdu (written and spoken). Strong communication and active listening skills. Strong problem-solving and troubleshooting abilities. Strong organizational skills and attention to detail. Flexibility to work in shifts when required.