Contact Center Agent - Urdu Speaker

About the role

Nestlé Business Solutions (NBS) is hiring a Contact Center Agent in Cairo who speaks Urdu. The agent provides high-quality support to employees, vendors and stakeholders by handling HRBS and Source-to-Pay (S2P Vendor Services) inquiries through phone, email, chat and self-service channels, ensuring timely resolution, adherence to SLAs and a consistent customer experience.

Key responsibilities

• Handle Tier 1 inquiries via phone, email, chat and self-service platforms, giving accurate information on policies, procedures, request status, service offerings, KPIs and SLAs.
• Investigate inquiries and route complex Tier 2 cases to the right stakeholders after initial analysis.
• Follow the Contact Center Support Model, keeping requests within agreed service levels and quality standards.
• Escalate process issues, risks and system outages promptly and document every interaction accurately.
• Keep up with process changes and share learnings and best practices with the team.
• Work with HRBS and vendor services teams to resolve issues and take part in process reviews and improvement projects.

Required profile

• 0-2 years of experience in customer service, contact centers, HR services, shared services or a related field.
• Fluency in Urdu (written and spoken).
• Strong communication, active listening, problem-solving and organizational skills, with attention to detail.
• Ability to work in shifts and to meet service quality, productivity and performance targets.

Required skills

• Working with CRM systems and multiple digital platforms.
• Customer-focused approach with empathy and professionalism.