[Hiring] CES Advisor @Nestle Operational Services Worldwide SA

Role Description

Respond to customer queries via phone and written channels (focus on social media, mainly Instagram and Facebook) in a timely and accurate way.

• Identify customer needs and help customers use specific features.
• 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.
• Follow up with customers to ensure their issues are resolved.
• Gather consumers' feedback and complete a FAQ database and knowledge-based documents.
• Treat serious and sensitive consumer contacts following the specific guidelines.
• Ensure 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.

Qualifications

• Fluent Spoken and Written Knowledge in Swiss-German and French, with English being a plus.
• Ability to adapt tone of voice to different brands and written channels.
• Having previous experience as a Customer Support Specialist or similar CS role is a plus, but not mandatory.
• Customer management orientation.
• Familiarity with Nestlé industry is a plus.
• Understanding of how CRM systems work is also a plus.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Attention to detail.

Benefits

• Development of expertise in Nestlé’s Shared Solutions 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 discount in several partners.
• Free coffee (and good coffee) at the office.
• Shop with special discounts for employees.
• Company 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.