Position Snapshot
Location: Braga/Lisbon (Portugal) Company: Nestlé Business Services Full-time/Hybrid mode
Fluent in English
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
We 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 and customization: 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. They use this data to identify trends, optimize the self-service experience and uncover opportunities for improvement;
Consumer feedback management: the specialist actively gathers and analyzes consumer feedback regarding self-service channels. They leverage feedback mechanisms such as surveys, ratings and reviews to understand consumer preferences, identify pain points and iterate on the self-service strategy accordingly;
Collaboration with cross-functional teams: the self-service consumer engagement specialist collaborates with various teams, including UX designers, content creators, developers and customer support representatives. They work together to align self-service initiatives with overall business goals and ensure a consistent consumer experience across channels.
What will make you successful
Knowledge of contact centers and customer services;
Knowledge of self-service technologies and platforms;
Proficiency in content management systems and knowledge base tools;
Strong analytical skills to track and interpret consumer data;
Understanding of consumer behavior and engagement strategies;
Excellent communication and writing skills;
Familiarity with customer experience (CX) principles and best practices;
Ability to work with cross-functional teams and stakeholders;
Fluent in English and at least one other European language.
What we offer
Here at NBS 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 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 Allowance Card;
Flex Benefits - At NBS you can choose what benefits are more suitable for you;
Make part of the Nestlé Club and get discounts in several partners;
Free coffee (and good coffee) at the office;
Company equipment according to professional needs;
Medical Support available at the Office (in Lisbon);
E-learning courses and training program to get you where you aim to be;
Career progression and possibilities for International Career.
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