Consumer Engagement Services Advisor | English SpeakerPosition SnapshotLocation: PortugalFull-time / RemoteNative or Near Native in English8-hour rotative shifts between 07:00am and 05:00pm from Monday to SaturdayPosition SummaryThe 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 wayIdentify customer needs and help customers use specific featuresReport product malfunctionsEncoding internal databases with information about consumers' requestsShare feature requests and effective workarounds with relevant stakeholdersInform customers about new features, functionalities, and campaigns, if anyFollow up with customers to ensure their issues are resolvedGather consumers' feedback and complete a FAQ database and knowledge-based documentsTreat serious and sensitive consumer contacts following the specific guidelinesEnsure Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely mannerRedirect consumers' questions to appropriate stakeholders in case of impossibility in providing an answerWhat will make you successfulFluent in English (Spoken and written)Experience as a Customer Support Specialist or similar CS roleCustomer management orientationFamiliarity with the Nestlé industry is a plusUnderstanding of how CRM systems workExcellent communication and problem-solving skillsMulti-tasking abilitiesAttention to detailWhat we offerHere 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 BusinessImmersion in a culturally diverse teamLocal and International ExposureFlexible working environmentEngagement and wellbeing activitiesCompetitive salary and annual bonus according to your performanceMeal CardFlex Benefits - At NBS Lisbon you can choose what benefit is more suitable to youBe part of the Nestlé Club and get discounts from several partnersCompany laptop and other equipment according to professional needsE-learning courses and training program to get you where you aim to beCareer progression and possibilities for International Career
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