.Consumer Engagement Services AdvisorPosition SnapshotLocation: Linda-a-Velha, Portugal Company: Nestlé Business Services (NBS) Full-time / Remote8-hour rotative shifts between 08:00 am and 09:00 pm from Monday to SundayAbout 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 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 via written channels (including social media) in a timely and accurate wayIdentify customer needs and help customers use specific featuresEncoding internal databases with information about consumers' requestsShare feature requests and effective workarounds with relevant stakeholdersInform customers about new features, functionalities and campaignsFollow up with customers to ensure their issues are resolvedGather consumers' feedback and complete a FAQ database and a 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 Spoken and Written Knowledge of SpanishAbility to adapt tone of voice to different brands and written channelsAdvanced Spoken and Written Knowledge of EnglishExperience 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
