Overview
Proc Reg Category Mgmt Asst Analyst L5 Jobs in New Cairo, Cairo, Egypt at PepsiCo
Title: Proc Reg Category Mgmt Asst Analyst L5
Company: PepsiCo
Location: New Cairo, Cairo, Egypt
Overview
The Helpdesk Agent in the procurement process is responsible for providing timely and effective support by managing, resolving, and escalating procurement-related inquiries and issues. This role involves utilizing a ticketing platform to track, update, and close tickets while ensuring high-quality customer service and efficient issue resolution. Additionally, the agent will support end-users by conducting basic training sessions and contribute to process improvement initiatives to enhance efficiency and service quality.
Responsibilities
- Ticket Management: Monitor, prioritize, and respond to tickets related to procurement processes via the ticketing platform.
- Issue Resolution: Provide first-level support to resolve common procurement-related queries or issues.
- User Training: Conduct training sessions for end-users to improve their knowledge and effective use of procurement systems and processes.
- Process Improvement: Identify inefficiencies or recurring issues in ticketing or procurement workflows and propose improvements to streamline operations.
- Escalation: Collaborate with technical teams or third-party vendors for issues requiring advanced troubleshooting or intervention.
- Documentation: Maintain detailed and accurate logs of ticket updates, resolutions, and escalations in the ticketing system.
- Customer Communication: Ensure clear, professional, and timely communication with internal and external stakeholders regarding ticket status and resolution.
- Follow-Up: Track unresolved or pending issues to ensure prompt resolution and closure.
Qualifications
Skills and Qualifications:
- Strong organizational skills and attention to detail.
- Basic knowledge of procurement processes and workflows.
- Familiarity with ticketing platforms (e.g., Jira, ServiceNow, Zendesk).
- Excellent communication skills, both written and verbal.
- Problem-solving mindset with a focus on customer satisfaction.
- Ability to deliver basic training sessions and explain technical concepts clearly to end-users.
- Proactive attitude toward identifying and suggesting process improvements.
