Position Snapshot
Location: Linda-a-Velha, Portugal Company: Nestlé Business Services (NBS) Full-time / Remote
8-hour rotative shifts between 08:00 am and 09:00 pm from Monday to Saturday
About us
Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals passionate about digital innovation and driving continuous improvement of processes with colleagues across the world. If you are eager to learn, a team player, digitally-savvy, with an entrepreneurial mindset, and can flourish in a fast-paced, dynamic environment, it's time to consider joining NBS!
Position Summary
A Consumer Engagement Services Advisor will assist Nestlé consumers with questions and doubts when using our products and services. The role involves resolving customer queries, recommending solutions, and guiding product users through features via phone, email, chat, and social media platforms.
A Day in the life of...
Respond to customer queries via phone and written channels in a timely and accurate manner.
Identify customer needs and help customers use specific features.
Inform customers of new features, functionalities, and campaigns.
Follow up with customers to ensure their issues are resolved.
Treat serious and sensitive consumer contacts following specific guidelines.
Ensure Nestlé CES Standard Instructions on consumer complaints handling process are followed appropriately and in a timely manner.
Redirect consumer questions to appropriate stakeholders if unable to provide an answer directly.
What will make you successful
Fluent spoken and written knowledge of French.
Fluent spoken and written knowledge of English.
Ability to adapt tone of voice to different brands and written channels.
Experience as a Customer Support Specialist or similar CS role.
Customer management orientation.
Familiarity with the Nestlé industry is a plus.
Understanding of how CRM systems work.
Excellent communication and problem-solving skills.
Multi-tasking abilities.
Attention to detail.
What we offer
Here at NBS Lisbon, we care about our talents, and we continuously work to keep our teams engaged and our people achieving their best professional performance, while also focusing on personal development and work-life balance. Joining NBS Lisbon will provide 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 - choose what benefit is most suitable for you.
Membership in the Nestlé Club for discounts with several partners.
Company laptop and other equipment according to professional needs.
Medical support available at the office.
E-learning courses and training programs to help you achieve your goals.
Career progression and opportunities for international careers.
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