Consumer Engagement Services Advisor | Portuguese Speaker

.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. 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 players, 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 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 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 the specific guidelines Ensure Nestlé CES Standard Instructions on consumer complaints handling process are followed appropriately and in a timely manner Redirect consumer questions to appropriate stakeholders in case 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, 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