Nestlé Ghana Recruitment for Contact Center Agent

Applications are invited from interested and suitably qualified candidates for Nestlé Ghana Limited Recruitment for Contact Center Agent.

Nestlé Ghana Limited started the business in Ghana in 1957 under the trading name of Nestlé Products (Gh) Limited with the importation of Nestlé products such as milk and chocolates. In 1968, it was incorporated as Food Specialties (Gh) Limited to manufacture and market locally well known Nestlé brands. The company became Nestlé Ghana Limited in 1987. In 1971 the production of the IDEAL Milk and MILO started at the Tema Factory. The factory has since been further developed and now also produces CARNATION milk, CHOCOLIM, CHOCOMILO CEREVITA, CERELAC and NESCAFÉ 3 in 1. These products are not only produced for Ghana but also exported across West Africa. In 2003, Nestlé Ghana Ltd invested in a new warehouse, the Central Distribution center, located next to the factory in Tema. The company also runs sales offices with warehouses in Kumasi, Takoradi, Koforidua, and Tamale. The business activity of Nestlé Ghana Ltd is a direct contribution to the Ghanaian economy. For all these and other endeavors, Nestlé Ghana Ltd has been recognized by the Government and other bodies as a responsible citizen.

Job Description

Company: Nestlé Ghana Ltd
Location: Ghana
State: Takoradi
Job type: Full-Time

Requirements

Drive Operational Excellence:

Executing the standard support model for both Tier 1 and Tier 2 contacts for both telephonic and non-telephonic contacts
Providing direct support on guidelines, procedures, deep knowledge transfer on process, End to End view, status of requests, Key Performance Indicators, Service Level Agreements, help chain and data standards
Dispatching of Tier 2 queries to the right stakeholders and timely closure of tickets

Ensure Service Delivery:

Executing operational delivery of all activities pertaining to the contact center and ensuring the execution of the Contact Center Support Model for all service lines within the service delivery framework of H2R.
Providing 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.
Supporting Nestlé Continuous Excellence process improvement initiatives through Operational Reviews etc.

Reporting and Analytics:

Providing support in the generation and publication of all relevant reports and analytics

Partner with Stakeholders:

Providing relevant inputs and support to ensure robust communication with the Nestlé Business Service Hire to Retire operations teams, Center of Competence, Nestlé in the Markets, and GMBs on agreed scope of services, governance processes to achieve of Service Level Agreements (SLA) and KPIs.

Continuous Improvement:

Performing periodic activities and relevant reviews with Hire to Retire process teams and the Contact Center Lead
Contributing to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible

What will make you successful

Proficiency in the Zulu and English Language is a basic requirement since the selected candidate will be supporting South Africa
Having a background in Customer Service experience or a related field will be a plus
Basic computer skills e.g. use of Microsoft office, Outlook etc.

How to Apply

Interested and qualified candidates should Click here to apply.