.Position SnapshotLocation: Braga/Lisbon (Portugal) Company: Nestlé Business Services Full-time/Hybrid modeFluent in EnglishAbout 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 SummaryWe are hiring a Consumer Engagement Services Self-Service Specialist who will focus on maintaining valuable connections with consumers through self-service channels (e.G., Chatbots). They are responsible for creating seamless and personalized experiences that empower consumers to find information, resolve issues and make transactions independently. Overall, a Self-Service Specialist plays a vital role in optimizing self-service channels, improving consumer satisfaction and driving efficient and effective consumer interactions. Their focus on personalization, content optimization and continuous improvement ensures that consumers can access the information and support they need, while reducing the burden on traditional support channels.A day in the life of...Self-service channel maintenance: the specialist identifies, implements and maintains self-service channels such as Chatbots, knowledge bases, FAQs, self-help portals; Content adaptation and optimization: the specialist adapts consumer-facing content, including knowledge articles, FAQs, tutorials and usage of instructional videos. They ensure that the content is easily accessible, searchable and up to date. Optimization techniques like SEO (Search Engine Optimization) may also be employed to improve content discoverability; User journey mapping: the specialist maps out the consumer journey across self-service channels to identify pain points and areas for improvement. They create intuitive navigation paths and workflows that guide consumers toward successful outcomes while minimizing frustration; Personalization andcustomization: to enhance consumer engagement, the specialist employs personalization techniques. They use consumer data and preferences to deliver tailored experiences, recommend relevant content and provide proactive assistance based on consumer behavior and historical interactions; Performance tracking and analytics: the specialist monitors and analyzes key metrics related to self-service channels, such as usage rates, engagement levels, issue resolution times and consumer satisfaction
