Ces Self-service Specialist

2 semanas atrás

Braga, Portugal Nestlé Tempo inteiro

**Position Snapshot**

Location: Lisbon, Portugal
Company: Nestlé Business Services
Full-time

Hybrid

**Position Summary**

The Consumer Engagement Performance Self-Service Specialist plays a key role in transforming the self-service experience through intelligent automation and AI-driven personalization. With the integration of generative AI, this role focuses on curating dynamic knowledge content, optimizing chatbot performance, and ensuring seamless consumer journeys across digital support channels.

**A Day in the life of...**
- Salesforce Knowledge Management: Curate, update, and validate knowledge articles within Salesforce to support both human agents and AI-powered chatbots. Ensure content is structured for optimal retrieval by large language models (LLMs).
- Chatbot Optimization: Collaborate with technical teams to enhance chatbot capabilities using generative AI, ensuring accurate, context-aware responses and integration with APIs (e.g., Magento, Aftership).
- Content Governance & RACI Execution: Implement governance models for global and local content ownership, approval workflows, and repository management aligned with business units and markets.
- Consumer Journey Design: Map and refine user flows across self-service touchpoints, identifying friction points and designing intuitive, AI-enhanced navigation paths.
- Performance Analytics & Insights: Monitor KPIs such as resolution rate, deflection rate, and consumer satisfaction. Use tools like Power BI to analyze transcripts and identify improvement opportunities.
- Feedback Loop Management: Collect and analyze consumer feedback to continuously improve content relevance, chatbot accuracy, and overall experience.
- Cross-Functional Collaboration: Work closely with UX designers, developers, content creators, and global governance teams to align self-service initiatives with strategic goals.

**What will make you successful**
- Fluency in **English and Portuguese**:

- Experience with **Salesforce Knowledge Base** and **ServiceNow**:

- Familiarity with **generative AI** and **LLM-based chatbot models**:

- Strong analytical skills to track and interpret consumer data.
- Understanding of **consumer behavior**, **CX principles**, and **engagement strategies**:

- Excellent communication and writing skills
- Ability to work effectively with **cross-functional and global teams**:

- Knowledge of **contact center operations** and **self-service platforms

  • Ces Self-service Specialist

    1 dia atrás

    Braga, Portugal Nestlé Business Services Tempo inteiro

    **Position Snapshot** Location: Braga or Lisbon (Portugal) Company: Nestlé Business Services (NBS) Full-time/Hybrid mode (2 days in the office per week according to our internal policy) **About us** **Nestlé Business Services (NBS)** is at the heart of the **Nestlé Group**. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and...

  • Ces Prformance Specialist

    2 semanas atrás

    Braga, Portugal Nestlé Tempo inteiro

    CES Performance Specialist - German and French Speaker Position Snapshot Location: Linda-A-Velha, Portugal Company: Nestlé Business Services (NBS) Employment: Full-time / Hybrid Fluency: German and French Position Summary The main purpose of the Consumer Engagement Performance Specialist will execute a global quality program that is aimed at making Consumer...

  • CES Prformance Specialist

    2 semanas atrás

    Braga, Portugal Nestlé Tempo inteiro

    Position Snapshot Location: Linda-A-Velha or Braga, PortugalCompany: Nestlé Business Services (NBS)Full-time / Hybrid Fluent in German and French Position Summary The main purpose of the Consumer Engagement Performance Specialist will execute a global quality program that is aimed at making Consumer Engagement Services (CES) Europe operations significantly...

  • CES Performance Specialist

    Há 4 dias

    Braga, Portugal Nestle Operational Services Worldwide SA Tempo inteiro

    Position Snapshot Location: Braga or Lisbon (Portugal) Company: Nestlé Business Services (NBS)Full-time/Hybrid mode (2 days in the office per week according to our internal policy)  Fluent in German About us Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and...

  • CES Quality

    3 semanas atrás

    Braga, Portugal Nestlé Tempo inteiro

    CES Performance Specialist - German and French Speaker Position Snapshot Location: Linda-A-Velha, Portugal Company: Nestlé Business Services (NBS) Employment: Full-time / Hybrid Fluency: German and French Position Summary The main purpose of the Consumer Engagement Performance Specialist will execute a global quality program that is aimed at making Consumer...

  • CES Quality

    3 semanas atrás

    Braga, Portugal Nestlé Tempo inteiro

    CES Performance Specialist - German and French Speaker Position Snapshot Location: Linda-A-Velha, Portugal Company: Nestlé Business Services (NBS) Employment: Full-time / Hybrid Fluency: German and French Position Summary The main purpose of the Consumer Engagement Performance Specialist will execute a global quality program that is aimed at making Consumer...

  • CES Quality

    Há 4 dias

    Braga, Portugal Nestle Operational Services Worldwide SA Tempo inteiro

    Position Snapshot Location: Braga or Lisbon (Portugal) Company: Nestlé Business Services (NBS)Full-time/Hybrid mode (2 days in the office per week according to our internal policy) Fluent in German and French About us Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM...

  • Ces Prformance Specialist

    2 semanas atrás

    Braga, Portugal Nestlé Business Services Tempo inteiro

    **Position Snapshot** Location: Linda-A-Velha or Braga, Portugal Company: Nestlé Business Services (NBS) Full-time / Hybrid Fluent in German and French **Position Summary** **The main purpose** of the **Consumer Engagement Performance Specialist** will execute a global quality program that is aimed at making Consumer Engagement Services (CES) Europe...

  • Ces Performance Specialist

    2 semanas atrás

    Braga, Portugal Nestlé Tempo inteiro

    **Position Snapshot** Location: Linda-A-Velha, Portugal Company: Nestlé Business Services (NBS) Full-time / Hybrid Fluent in German and French **Position Summary** **The main purpose** of the **Consumer Engagement Performance Specialist** will execute a global quality program that is aimed at making Consumer Engagement Services (CES) Europe operations...

  • Ces Performance Specialist

    2 semanas atrás

    Braga, Portugal Nestlé Tempo inteiro

    **Position Snapshot** Location: Braga or Lisbon (Portugal) Company: Nestlé Business Services (NBS) Full-time/Hybrid mode (2 days in the office per week according to our internal policy) Fluent in German and French **About us** **Nestlé Business Services (NBS)** is at the heart of the **Nestlé Group**. We provide Supply Chain, Financial, HR, Digital &...