SC Customer Service Associate At PepsiCo Egypt
Job Description
Responsibilities
General
Deliver consistent services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement
Ensure a consistent and high level of customer service and operational excellence that will ensure all monitored events are resolved efficiently and in full compliance with relevant legal, company and process requirements
Technical
Manage escalation and take ownership for ultimate violation resolution
Ensure continuous and timely monitoring of driver monitoring equipment platform
Communicate with fleet drivers, monitor their safety behavior and compliance to standards
Escalate any safety violation according to the escalation matrix (4 levels) and act as per it’s classification and level
Use current monitoring and reporting systems to live and proactive monitor drivers’ behaviours
Monitor the driving systems operation and escalate any operational issues
Record all driver violations and call to action performed as part of the service level agreement
Monitor fleet hot line complaint system and validate reported complaints
Qualifications
0-1 year of experience in a call center or shared services environement
Basic computer knowledge with ability to learn and work on different systems and apps.
Flexible to work on shift basis and on rotational weekends.
English Fluency
Multi-tasking skills and ability to manage time effectively
Reporting and analytics basics are required
Commitment and compliance to high safety standards
Service management and ticket management system experience is a plus
Technical / Functional Skills & Knowledge of monitoring tools and Interface is a plus