8-hour rotative shifts between 7am and 5 pm from Monday to Friday
Position Summary : A Consumer Engagement Services Advisor will assist Nestlé consumers with questions and doubts when using our products and services. Resolve possible customer queries, recommend solutions and guide product users through features and functionalities as per standard procedure.
A Day in the life of...
Respond to customer queries via phone and written channels in a timely and accurate way
Identify customer needs and help customers use specific features
Report product malfunctions
Encode internal databases with information about consumers' requests
Share feature requests and effective workarounds with relevant stakeholders
Inform customers about new features, functionalities, and campaigns, if any
Follow up with customers to ensure their issues are resolved
Gather consumers' feedback and complete a FAQ database and knowledge-based documents
Treat serious and sensitive consumer contacts following the specific guidelines
Ensure Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner
Redirect consumers' questions to appropriate stakeholders in case of impossibility in providing an answer
What will make you successful
Advanced spoken and written knowledge of English
Advanced spoken and written knowledge of Swiss German and French
Experience as a Customer Support Specialist or similar CS role
Familiarity with the Nestlé industry is a plus
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Multi-tasking abilities
What we offer
Here at NBS Lisbon, we care about our talents, and we continuously work to engage our teams and help our people achieve their best professional performance, without forgetting personal development and work-life balance. Joining NBS Lisbon will bring you:
Development of expertise in Nestlé's Shared Services Business
Immersion in a culturally diverse team
Local and international exposure
Flexible working environment
Engagement and wellbeing activities
Competitive salary and annual bonus according to your performance
Meal card
Flex benefits - At NBS Lisbon, you can choose what benefit is most suitable for you
Be part of the Nestlé Club and get discounts at several partners
Company laptop and other equipment according to professional needs
Medical support available at the office
E-learning courses and training programs to get you where you aim to be
Career progression and possibilities for international career
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