HRBS Analyst - Contact Center

Nestlé S.A.; Meycauayan; Presencial; PHP 391.000 - 603.000; Jornada completa

Descripción de la vacante

Nestlé S.A. in the Philippines seeks a capable service professional to drive operational excellence in our BSS contact center. You will handle Tier 1 and Tier 2 queries via phone and other channels, ensure adherence to procedures, and support data standards and KPI tracking.

You have a bachelor's degree, strong customer focus, excellent English communication, and ability to work under pressure in a fast-paced environment. Proactive, team-oriented, and detail-driven candidates thrive in this role.

Formación

• Bachelor's degree with good scholastic records.
• Strong customer orientation and commitment to quality service.
• Good interpersonal skills and ability to work with minimum supervision.
• Ability to work in a fast-paced, demanding environment with multiple priorities.
• Proactive, details-oriented and organized.

Responsabilidades

• Execute the standard support model for Tier 1 and Tier 2 contacts via phone and non-telephonic channels.
• Provide deep knowledge transfer on process, data standards, KPIs and SLAs.
• Dispatch Tier 2 queries to the right stakeholders and ensure timely closure of tickets.
• Deliver operational activities for the contact center within the H2R service delivery framework.

Conocimientos

Customer orientation

Interpersonal skills

Team player

Attention to detail

Organized

English communication

Educación

Bachelor's degree

Herramientas

MS Office Applications

SAP HR

Descripción del empleo

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Solutions is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A day in the life of...

Drive Operational Excellence

• Execute the standard support model for both Tier 1 and Tier 2 contacts for both telephonic and non telephonic contacts.
• Provide direct support on guidelines, procedures, deep knowledge transfer on process, E2E view, status of requests, KPIs, SLAs, help chain, data standards
• Dispatch of Tier 2 queries to the right stakeholders and timely closure of tickets

Ensure Service Delivery

• Execute operational delivery of all activities pertaining to the contact centerand ensuring the execution of the Contact Center Support Model for all service lines withing the service delivery framework of H2R.Provide inputs to manage risks, issues, escalations and change in a cost effective and timely manner to deliver the agreed KPIs and SLAs for all Contact Center services.

What will make you successful...

• Graduate of a bachelor's degree with good scholastic records
• Strong customer orientation & exceptional commitment to deliver quality service, high sense of urgency in executing operational activities
• With good interpersonal skills and can work with minimum supervision
• Can work in a fast-paced and highly demanding environment, able to handle pressures and demands from multiple customers and competing priorities
• Strong team player and able to adapt to different levels in the organization
• Proactive, keen to details, results focused, and organizedSystem and process-oriented with the ability to identify critical issues
• With average written & verbal communication skills in English
• Knowledgeable in MS Office ApplicationsKnowledge in SAP HR is an advantage