Consumer Engagement Services Advisor | Swiss German

2 meses atrás

Lisboa, Portugal Nestle Operational Services Worldwide Sa Tempo inteiro

Position Snapshot

Location: Linda-a-Velha, Portugal
Company: Nestlé Business Service Lisbon
Full-time Remote

8-hour rotative shifts between 7am and 5 pm from Monday to Friday

Position Summary
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 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 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 Spoken and Written Knowledge on English

Advanced Spoken and Written Knowledge on Swiss German and French

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

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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