CES Advisor Social Media

Position Snapshot
Company:Nestlé Business Services (NBS)

Full-time/Remote

Fluent in German

Schedule: 11:00 am to 08:00 pm, 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, CRM 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 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 is time to consider joining NBS

At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.
Position Summary
A Consumer Engagement Services Advisor for Social Media Channels 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 customers' queries mainly through written channels of communication but also phone, including a sensitive triage phone line from 6pm to 9pm when working that shift.
• Answer all comments under Nestlé brands post on social media, respecting the guidelines defined by the brand and using impeccable spelling, grammar punctuation and orthography.
• Identify customers' needs, help them in the usage of specific features and introduce them to new functionalities & campaigns
• Fosters a sense of community and engagement , while maintain a good relationship with the customer through Social Media platforms, such as Facebook, X, Instagram, Tik Tok,etc.
• Treat serious and sensitive customer contacts ensuring the Nestlé procedures on Consumer Complaints Handling process
• Ensure follow up with the customers to make sure their issues are resolved and gather customers' feedback
• Keep the internal databases updated regarding the consumers' requests, complete a FAQ database and update the knowledge-based documents
• Redirect consumers' questions to appropriate stakeholders in case of impossibility in providing an answer
• Report product malfunctions, share feature requests and effective workarounds with relevant stakeholders

What Will Make You Successful

• Fluency in native German with excellent written and verbal communication skills – Mandatory
• Familiarity with regional vocabulary trends and expressions is very important
• Good level of English is a plus
• Experience as a Customer Support Specialist or similar CS role
• Proven experience in community management and/or customer engagement on platforms such as Facebook, Instagram, X, YouTube, and LinkedIn
• Familiarity with Nestlé industry is a plus
• Understanding of how CRM systems work
• Strong interpersonal skills and a collaborative mindset, with a service-oriented approach
• Comfortable working independently, with a high level of initiative and accountability
• Attention to details

What We Offer
Here at NBS 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 us 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 allowance card
• Flex Benefits - at NBS you can choose what benefits are more suitable for you
• Make part of the Nestlé Club and get discount in several partners
• Free coffee (and good coffee) at the office
• Shop with special discounts for employees
• Company equipment according to professional needs
• Medical support available at the office (in Lisbon)
• E-learning courses and training program to get you where you aim to be
• Career progression and possibilities for international career