Digital Solutions Advisor for Global Customer Engagement

Há 7 dias


Lisboa, Lisboa, Portugal Phiture Tempo inteiro

Job Title: Digital Solutions Advisor for Global Customer Engagement

Location: Lisbon, Portugal

About Us:

Nestl's Business Services (NBS) is a leading provider of supply chain, financial, HR, digital & social media and consumer engagement services to enable Nestl's global reach.

We are seeking an experienced customer support specialist to join our team as a Digital Solutions Advisor for Global Customer Engagement. As a key member of our customer service team, you will be responsible for assisting consumers with questions and doubts when using our products and services.

Your Role:

You will respond to customer queries via written channels (including social media) in a timely and accurate manner. You will identify customer needs and provide solutions through various communication channels.

You will encode internal databases with information about consumers' requests and share feature requests and effective workarounds with relevant stakeholders. You will inform customers about new features, functionalities, and campaigns and follow up with customers to ensure their issues are resolved.

Gathering consumers' feedback and completing a FAQ database and knowledge-based documents are also essential parts of your role. Additionally, you will treat serious and sensitive consumer contacts following specific guidelines and ensure Nestl's CES Standard Instructions on Consumer Complaints Handling process are handled appropriately and in a timely manner.

What We Offer:

We offer a competitive salary of €35,000 per year, flexible working environment, meal card, flex benefits, company laptop, medical support available at the office, e-learning courses, training programs, career progression opportunities, and an international career path.

Required Skills and Qualifications:

To succeed in this role, you should have fluent spoken and written English language skills, ability to adapt tone of voice to different brands and written channels, experience as a customer support specialist or similar CS role, customer management orientation, familiarity with the Nestl industry, understanding of how CRM systems work, excellent communication and problem-solving skills, and multi-tasking abilities.



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