Consumer Engagement Services Advisor | Portuguese Speaker

.Position SnapshotLocation: Linda-a-Velha, Portugal Company: Nestlé Business Services (NBS) Full-time / Remote8-hour rotative shifts between 8:30 am and 8:30 pm from Monday to SaturdayAbout 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. 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 Summary A 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 via phone, email, chat and social media platforms.A Day in the life of...Respond to customer queries on phone and written channels in a timely and accurate wayIdentify customer needs and help customers use specific featuresInform customers of new features, functionalities, and campaignsFollow up with customers to ensure their issues are resolvedTreat serious and sensitive consumer contacts following the specific guidelinesEnsure Nestlé CES Standard Instructions on consumer complaints handling process is followed appropriately and in a timely mannerRedirect consumer questions to appropriate stakeholders in case we are unable to provide an answer directlyWhat will make you successfulFluent Spoken and Written Knowledge of PortugueseSpoken and Written Knowledge of EnglishAbility to adapt tone of voice to different brands and written channelsExperience as a Customer Support Specialist or similar CS roleCustomer management orientationFamiliarity with Nestlé industry is a plusUnderstanding of how CRM systems workExcellent communication and problem-solving skillsMulti-tasking abilitiesAttention to detailsWhat 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