Position Snapshot
Location: Portugal
Company: Nestlé Business Services
Full-time / Remote
Native or Near Native in English
8-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
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