[Hiring] Consumer Engagement Services Advisor @Nestle Operational Services Worldwide SA

Role Description

A 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 guide product users through features via phone, email, chat and social media platforms.

• Respond to customer queries via written channels (including social media) 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 a knowledge-based documents
• Treat serious and sensitive consumer contacts following the specific guidelines
• Ensures 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 Spanish
• Ability to adapt tone of voice to different brands and written channels
• Advanced Spoken and Written Knowledge in English
• Experience as a Customer Support Specialist or similar CS role
• Customer management orientation
• Familiarity with Nestlé industry is a plus
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Attention to details

Benefits

• 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 Card
• Flex Benefits - At NBS Lisbon you can choose what benefit is more suitable to you
• Make part of the Nestlé Club and get discount in several partners
• Company laptop and other 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