8-hour rotative shifts between 7am and 5 pm from Monday to FridayPosition SummaryA 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 wayIdentify customer needs and help customers use specific featuresReport product malfunctions,Encoding internal databases with information about consumers' requestsShare feature requests and effective workarounds with relevant stakeholdersInform customers about new features, functionalities and campaigns, if anyFollow 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 guidelinesEnsures 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 successfulAdvanced Spoken and Written Knowledge on EnglishAdvanced Spoken and Written Knowledge on Swiss GermanExperience as a Customer Support Specialist or similar CS roleFamiliarity with Nestlé industry is a plusUnderstanding of how CRM systems workExcellent communication and problem-solving skillsMulti-tasking abilitiesWhat 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. Joining NBS Lisbon will bring you:Development of expertise in Nestlé's Shared Services BusinessImmersion in a culturally diverse teamLocal and International ExposureFlexible working environmentEngagement and wellbeing activitiesCompetitive salary and annual bonus according to your performanceMeal CardFlex Benefits - At NBS Lisbon you can chose what benefit is more suitable to youMake part of the Nestlé Club and get discount in several partnersCompany laptop and other equipment according to professional needsMedical Support available at the OfficeE-learning courses and training program to get you where you aim to beCareer progression and possibilities for International Career
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