Consumer Engagement Services Specialist
3 semanas atrás
Nestlé Business Services (NBS) is a dynamic team of professionals passionate about digital innovation and driving continuous improvement of processes. We are seeking a Consumer Engagement Services Advisor to assist Nestlé consumers with questions and doubts when using our products and services.
Key Responsibilities- Respond to customer queries on phone and written channels in a timely and accurate way
- Identify customer needs and help customers use specific features
- Inform customers of new features, functionalities, and campaigns
- Follow up with customers to ensure their issues are resolved
- Treat serious and sensitive consumer contacts following specific guidelines
- Ensure Nestlé CES Standard Instructions on consumer complaints handling process are followed appropriately and in a timely manner
- Redirect consumers' questions to appropriate stakeholders if we are unable to provide an answer directly
- Fluent spoken and written knowledge of Portuguese
- Spoken and written knowledge of English
- Ability to adapt tone of voice to different brands and written channels
- Experience as a Customer Support Specialist or similar CS role
- Familiarity with the Nestlé industry is a plus
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- 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 - choose what benefit is more suitable for you
- Membership in the Nestlé Club for discounts with several partners
- Company laptop and other equipment according to professional needs
- Medical support available at the office
- E-learning courses and training programs to help you reach your goals
- Career progression and possibilities for international career
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