Contact Center Agent - Turkish Speaker

About the role

Nestlé Egypt, through Nestlé Business Solutions (NBS), is hiring a Contact Center Agent in Cairo. The agent provides timely and accurate support for HR Business Services (HRBS) and Source-to-Pay (S2P) Vendor Services inquiries by phone, email, chat and self-service channels, while meeting service standards, KPIs and SLAs.

Key responsibilities

• Provide Tier 1 support by phone, email, chat and self-service channels for HRBS and S2P Vendor Services inquiries.
• Guide employees and stakeholders on processes, procedures, request status, KPIs, SLAs and support channels.
• Investigate and route Tier 2 queries to the right teams, and escalate process issues, technical incidents and service disruptions when needed.
• Document every interaction accurately using established templates and data categorization standards.
• Share process updates, knowledge articles and best practices with the team.
• Deliver services in line with the HRBS service delivery framework and support agreed service levels, quality standards and SLAs.
• Communicate risks, issues, escalations and improvement opportunities in a timely way.
• Take part in regular reviews with operational teams and contribute to process standardization and continuous improvement.

Required profile

• 0-1 year of experience in customer service, contact center operations, HR services or a related field.
• Fluent Turkish speaker with strong verbal and written communication skills.
• Customer-service mindset with empathy and professionalism; active listening and problem-solving skills.
• Ability to work across multiple systems and CRM platforms, with good organization and attention to detail.
• Resilience, adaptability and patience in a fast-paced environment, and flexibility to work in shifts.