B2B ProCare Associate

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:

'• . University Degree (e.g. marketing, business studies, communications, journalism, media studies, psychology).

2. Experience in Consumer services & Marketing or in Sales at Nestlé or equivalent FMCG preferred.

3. Paid or voluntary work experience gained with a media evaluation company or within marketing/PR preferred.

4. Good communication skills both written and spoken in Arabic and English Languages (Urdu or other upon requirements).

5. Excel knowledge (able to organize tables, build simple charts, sorting, filtering, conditional formatting etc.)