B2B ProCare Associate

Location: NBS

Company: Nestlé Egypt Full-time

Purpose of Job:

To 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. Conducts survey and service satisfaction assessments. Attending on going training and Knowledge transfer sessions and carry out general , Quatitative and qualitative insightful reports coverning all mentioed servcies.

A DAY IN THE LIFE …

• Handling received engagement to MENA region ProCare Call Center. For different contact reasons and through various channels (telephone, Emails, contact us forms, social contacts)
• Guide Nestle Professional Customers and Consumers through complains handling and other queries regarding Nestle products range and Services.
• Conduct the outbound calls for the new prospects (leads) or offering Nestle Professional products or solutions (tele sales)
• Conduct Consumer/Customer satisfaction Surveys
• Ensure cases are followed up with operational team on time resolving. Real time alerts and regular updates in case of crises
• Ensures proper notification and escalation of critical complaints and irate customers
• Follows the changes in the messaging and the ways of working
• Execute additional tasks from the Line Manager or the Market
• Promote and support continuous improvement initiatives by leveraging NCE practices such as ORs/ GSTD/FI
• Follow, and help to improve, standard global processes and standard routines
  
  

WHAT MAKES YOU SUCCESSFUL:

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• . University Degree (e.g. marketing, business studies, communications, journalism, media studies, psychology).
• Experience in Consumer services & Marketing or in Sales at Nestlé or equivalent FMCG preferred.
• Paid or voluntary work experience gained with a media evaluation company or within marketing/PR preferred.
• Good communication skills both written and spoken in Arabic and English Languages (Urdu or other upon requirements).
• Excel knowledge (able to organize tables, build simple charts, sorting, filtering, conditional formatting etc.)