Consumer Engagement Services Advisor Expert | Native English Speaker

Há 1 mês

Linda a Velha, Portugal Nestle Tempo inteiro

Position Snapshot

Location: Linda-a-Velha, Portugal

Company: Nestlé Business Services Portugal (NBS Portugal)

Full-time / Hybrid

Working Schedule: 10:00 AM and 7:00 PM from Monday to Friday

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 player, 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

A Consumer Engagement Services Advisor Expert will assist Nestlé consumers with questions and doubts when using our products and services. Resolve possible customer queries, recommend solutions and guiding product users through features and functionalities as per standard procedure.

A Day in the life of...

  • Respond to customer queries phone and written channels in a timely and accurate way

  • Identify customer needs, understand the challenges of Pet Ownership, and help customers use specific features

  • Report product malfunctions

  • 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 if any

  • 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

What will make you successful

  • Advanced level in both written and spoken English (British), a native speaker would be a bonus

  • Pet lover and owner, who truly understands the emotional dynamics of Pet Ownership

  • Highly developed emotional intelligence, adapt at perceiving and managing your own emotions

  • Experience as a Customer Support Specialist or similar CS role is preferred

  • Experience with Outbound contacts is preferred

  • 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

What we offer

Here at NBS Lisbon 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 Lisbon 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 Card

  • Flex Benefits - At NBS Lisbon you can chose 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

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