Consumer Engagement Services Advisor Italian Speaker

7 meses atrás

LindaaVelha, Portugal Nestle Operational Services Worldwide SA Tempo inteiro

**_Position Snapshot_**
- Location: Linda-a-Velha, Portugal_
- Company: Nestlé Business Services (NBS)_
- Full-time / Remote_

**_ 8-hour rotative shifts 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 _**_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 Italian_
- _ 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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