Position Snapshot
8-hour rotative shifts between 7am and 5 pm from Monday to Friday
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 guiding product users through features and functionalities as per standard procedure.
A Day in the life of...
Respond to customer queries phone and written channels in a timely and accurate way
Identify customer needs and help customers use specific features
Report product malfunctions,
Encoding internal databases with information about consumers' requests
Share feature requests and effective workarounds with relevant stakeholders
Inform customers about new features, functionalities and campaigns, if any
Follow up with customers to ensure their issues are resolved
Gather consumers' feedback and complete a FAQ database and a knowledge-based documents
Treat serious and sensitive consumer contacts following the specific guidelines
Ensures Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner
Redirect consumers questions to appropriate stakeholders in case of impossibility in providing an answer
What will make you successful
Advanced Spoken and Written Knowledge on English
Advanced Spoken and Written Knowledge on Swiss German
Experience as a Customer Support Specialist or similar CS role
Familiarity with 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. 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 - At NBS Lisbon you can chose what benefit is more suitable to you
Make part of the Nestlé Club and get discount in several partners
Company laptop and other equipment according to professional needs
Medical Support available at the Office
E-learning courses and training program to get you where you aim to be
Career progression and possibilities for International Career
#J-18808-Ljbffr
