Position Snapshot
8-hour rotative shifts between 8:30 am and 8:30 pm from Monday to Saturday
About us
Nestlé 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 passionate about digital innovation and driving continuous improvement of processes with colleagues across the world.
If you are eager to learn, a team player, digitally-savvy, and have an entrepreneurial mindset, you 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 Summary
A Consumer Engagement Services Advisor will assist Nestlé consumers with questions and doubts when using our products and services. You will 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 way
Identify customer needs and help customers use specific features
Inform customers of new features, functionalities, and campaigns
Follow up with customers to ensure their issues are resolved
Treat serious and sensitive consumer contacts following specific guidelines
Ensure Nestlé CES Standard Instructions on consumer complaints handling process are followed appropriately and in a timely manner
Redirect consumers' questions to appropriate stakeholders if we are unable to provide an answer directly
What will make you successful
Fluent spoken and written knowledge of Portuguese
Spoken and written knowledge of English
Ability to adapt tone of voice to different brands and written channels
Experience as a Customer Support Specialist or similar CS role
Familiarity with the Nestlé industry is a plus
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Multi-tasking abilities
What we offer
Here at NBS Lisbon, we care about our Talents. We continuously work to engage our teams and help our people achieve their best professional performance while focusing on 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 - choose what benefit is more suitable for you
Membership in the Nestlé Club for discounts with several partners
Company laptop and other equipment according to professional needs
Medical support available at the office
E-learning courses and training programs to help you reach your goals
Career progression and possibilities for international career
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