.Position Snapshot Location: Lisbon (Portugal) Full-time/Hybrid mode Fluent in English and German (native) 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 The Senior Consumer Engagement Services Advisor will be the right leg of the CH-NiM CES team within IBS, supporting TIER 3 contacts organization, TIER 3 complaints handling, overall knowledge and information flow. A day in the life of... Responsible for Omni Channel TIER-3 Queue handling. Apply the relevant process, making adjustments when needed. Request the relevant inputs/escalate unresolved issues to NiM team. Ensure prompt and satisfactory resolution. Handle TIER 3 cases in close relationship with NiM CES team. Support cross-category knowledge management, adapting and translating information at hand into consumer-friendly information. Oversee chatbot continuous improvement (incl. updates and training). Participate in regular team meetings providing valuable collaboration, insights, and suggestions. What will make you successful Advanced level in both written and spoken German (mother tongue) and English, (written and spoken French + spoken Swiss German as a plus). Excellent communication skills, both verbally and in writing, with the ability to convey complex information in a clear and concise manner. Strong ability to adapt to various situations, demonstrating resilience, problem-solving skills, and the ability to handle pressure. Strong ability to multitask, demonstrating strong organizational skills and continuous improvement mindset. A team player attitude, with the ability to collaborate effectively with diverse teams across a matrix organization. At ease with digital tools, interest in AI and its application to enhance productivity. 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
