Global Customer Experience Specialist

Há 6 horas


Lisboa, Lisboa, Portugal Nestlé Sa Tempo inteiro

Company Overview

Nestlé Sa, a leading global food and beverage company, is at the heart of the Nestlé Group. We provide various services to enable us to engage with millions of consumers worldwide. Our team is multicultural and diverse, passionate about digital innovation and driving continuous improvement.

Job Summary

A Global Customer Experience Specialist will assist Nestlé consumers with questions and doubts when using our products and services. The ideal candidate will resolve customer queries, recommend solutions, and guide product users through features via phone, email, chat, and social media platforms.

About the Role

  • Respond to customer inquiries in a timely and accurate manner.
  • 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 compliance with Nestlé's CES Standard Instructions on consumer complaints handling process.
  • Redirect consumers' questions to appropriate stakeholders when unable to provide an answer directly.

Requirements

To succeed in this role, you will need:

  • Fluent 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.

What We Offer

We offer a competitive salary of €50,000 per annum, depending on experience, as well as additional benefits including meal cards, flex benefits, medical support, e-learning courses, and career progression opportunities.



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