Consumer Engagement Services Advisor (Swiss German)

Remote

8‑hour rotative shifts between 7 am and 5 pm, Monday‑Friday

Location: Linda‑a‑Velha, Portugal

Position Summary

A Consumer Engagement Services Advisor will assist Nestlé consumers with questions and doubts when using our products and services. Resolve possible customer queries, recommend solutions and guide product users through features and functionalities as per standard procedure.

Responsibilities

• Respond to customer queries via phone and written channels in a timely and accurate way.
• Identify customer needs and help customers use specific features.
• Report product malfunctions.
• Encode internal databases with information about consumers' requests.
• Share feature requests and effective workarounds with relevant stakeholders.
• Inform customers about new features, functionalities and campaigns, if any.
• Follow up with customers to ensure their issues are resolved.
• Gather consumers' feedback and complete an FAQ database and knowledge‑based documents.
• Treat serious and sensitive consumer contacts following the specific guidelines.
• Ensure Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner.
• Redirect consumers' questions to appropriate stakeholders in case of impossibility in providing an answer.

What Will Make You Successful

• Advanced spoken and written knowledge of English.
• Advanced spoken and written knowledge of Swiss German.
• Experience as a Customer Support Specialist or similar CS role.
• Customer‑management orientation.
• Familiarity with Nestlé industry is a plus.
• Understanding of how CRM systems work.
• Excellent communication and problem‑solving skills.
• Multitasking abilities.
• Attention to details.

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 work‑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 – you can choose the benefit that suits you best.
• Membership in the Nestlé Club and discounts at 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.