Consumer Engagement Services Advisor | Social Media - French Speaker Oeiras

Consumer Engagement Services Advisor | Social Media - French Speaker
Oeiras
Oeiras, Distrito de Lisboa, Portugal

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Position Snapshot

8-hour rotative shifts between 8:00 am and 09:00pm from Monday to Saturday

About us

Nestlé Business Services (NBS)is at the heart of theNestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media 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 of processes with colleagues across the world.
We are looking for talents who are eager to learn, team player,
- savvy, with an entrepreneurial mindset, and who can flourish in a
- paced, dynamic environment. If this describes you, and you are looking to join a business where you can really add value, it’s time to consider joining NBS!

Position Summary

AConsumer Engagement Services Social Media Advisorwill 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 and phone in a timely and accurate way

Identify customers’ needs, help them in the usage of specific features and introduce them to new functionalities & campaigns

Maintain a good relationship with the customer through Social Media platforms, such as Facebook, Twitter, Instagram, 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
- 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

Advanced Spoken and Written Knowledge on English

Advanced Spoken and Written Knowledge on French

Experience as a Customer Support Specialist or similar CS role

Experience in Community Management (Instagram, Facebook, etc. )

Familiarity with Nestlé industry is a plus

Understanding of how CRM systems work

Excellent communication and
- solving skills

Multi-tasking abilities

What we offer

Here at NBS Lisbon 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
- life balance. Joining NBS Lisbon 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 Card

Flex Benefits - At NBS Lisbon you can chose what benefit is more suitable to you

Make part of the Nestlé Club and get discount in several partners

Company laptop and other equipment according to professional needs

Medical Support available at the Office

E-learning courses and training program to get you where you aim to be

Career progression and possibilities for International Career