Position Snapshot8-hour rotative shifts between 07:00am and 05:00pm from Monday to SaturdayGerman Native/Near NativeFluent in English or PortugueseAbout usNestlé 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. We are passionate about digital innovation and driving continuous improvement of processes with colleagues across the world. We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment. If this describes you, and you are looking to join a business where you can really add value, it's time to consider joining NBS!Position SummaryA 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 malfunctionsEncode 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 consumer questions to appropriate stakeholders in case of impossibility in providing an answerWhat will make you successfulFluent in English or PortugueseFluency in Swiss German is a plusExperience as a Customer Support Specialist or similar CS roleFamiliarity with Nestlé industry is a plusUnderstanding of how CRM systems workExcellent communication and problem-solving skillsMulti-tasking abilitiesWhat 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 most suitable for youBe part of the Nestlé Club and get discounts with several partnersCompany laptop and other equipment according to professional needsMedical Support available at the OfficeE-learning courses and training programs to get you where you aim to beCareer progression and possibilities for International Career
#J-18808-Ljbffr
