Consumer Engagement Services Advisor | English Speaker

Position Snapshot Location: Portugal Company: Nestlé Business Services Full-time / Remote Native or Near Native in English8-hour rotative shifts between 07:00am and 05:00pm from Monday to Saturday Position Summary The 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 Encoding 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 Fluent in English (Spoken and written) 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 have our teams engaged and our people achieving 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 more suitable for you Be part of the Nestlé Club and get discounts with several partners Company laptop and other equipment according to professional needs E-learning courses and training programs to get you where you aim to be Career progression and possibilities for International Career #J-18808-Ljbffr