Hire to Retire Associate - Contact Center

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Position Snapshot

Location: Meycauayan, Bulacan, PH

Company: Nestlé Business Services AOA, Inc.

Full-time

Position Summary

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 Services 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...

Efficiently manage the expectations of stakeholder throughout the lifecycle of the case.

Successfully deliver commitment to the stakeholder in accordance with the existing market policies and Contact Centre processes.

Work collaboratively among teams involved in resolution of stakeholder inquiry.

Ensure that feedback is given to stakeholders within agreed timescales.

Ensure that all communication trail is accurately and completely maintained/recorded on Case Management database.

Proactively resolve dispute in order to mitigate any problems or escalations that may arise.

Attend market-facing meetings, as needed

Exhibit knowledge in providing support on Hire to Retire and/or T&E activities that are defined as minimum scope in the Global Contact Centre Service Catalogue to be able to efficiently handle inquiries and complaints of in-scope markets.

Dispatch inquiry to the appropriate Subject Matter Expert congruent with the standard Contact Center Tiering Methodology.

Ensure accountability of resolution feedback for dispatched inquiries.

Perform timely delivery of all operational activities related to the Contact Centre using the Contact Centre Support Model for all service lines within the service delivery framework of H2R.

Provide inputs to manage risks, issues, escalations, and changes in a cost-effective and timely manner.

Provide correct, complete, and timely solutions to inquiries received from Employees and Third Party contacts using the Case Management tool.

Provide support in the generation and publication of all relevant reports and analytics, as needed.

Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible.

Participate in relevant joint priority projects or initiatives with and for the in-scope markets.

Actively participate in training and other learning opportunities to expand knowledge of processes across all markets in scope.

Review and update of Contact Center FAQs and other relevant reference materials.

What Will Make You Successful

Bachelor’s degree

Background in a shared service company, preferably on HR processes

At least one (1) year solid inbound Contact Center experience with expertise in issue resolution and complaint handling.

Proven ability to work and multi-task under pressure, respond quickly to changing situations in complex environments, prepare responses quickly and clearly.

Excellent Relationship-building Capabilities And Stakeholder Management Skills.

Illustrate strong service orientation & exceptional commitment to deliver quality service.

Demonstrate excellent organizational skills, with an ability to prioritize urgent tasks.

Strong time-management and multi-tasking skill.

High degree of accuracy in executing work

System and process-oriented.

Able to handle highly sensitive HR and Payroll information in a confidential and professional manner.

Capable to work well independently and in a team environment.

Illustrate critical decision-making skill.

Creative problem-solving skill.

Strong comprehension and interpersonal communication skills.

Active listening skills.

Must have a strong command of English both oral and written.