Consumer Engagement Services Technology Adoption Specialist

Consumer Engagement Services Technology Adoption Specialist

Company: Nestlé Business Services

Location: Lisbon, Portugal

Employment type: Full-time | Work model: Hybrid – 2 days per week at the office

Position Summary

The CES Support Specialist supports the technical ecosystem of the CES Operations Center based in Lisbon that supports the operations of consumer engagement for several EUR markets, with the right level of priority and readiness, engaging with internal and external partners while being able to deal with a complex organizational model and several stakeholders.

Responsibilities

• Supports Telephony solution requests and issues. Update and maintenance of the IVR flows, queues, dashboards and user management (L2 support and triage process). Provide technical support to users who are experiencing problems with the tool, including troubleshooting.
• Supports the CES supervisors and CES Performance Team Leadership from Nestlé Integrated Marketing Services (NBS – IMS) on ad‑hoc projects.
• Supports CRM tool in admin tasks, new technical integrations and automation needed.
• Supports projects implementation, ensuring proper roll‑out and making sure actions and deadlines are performed and met.
• Supports chat‑bot, integration with other systems (CRM) software, content management systems (CMS) and social media platforms; manage the chatbot's content, including creating new content, updating existing content and removing outdated items; provide technical support to users experiencing problems with the chatbot, including troubleshooting, technical issues and helping users navigate its functionality.
• Supports ways of working optimisation, increasing CES project effectiveness and efficiency. Participate in pilots and POCs; drive initiatives of automation and self‑service capabilities.
• Gathers project feedback and maps learnings, aiming to improve project roll‑out quality.
• Continuously gathers opportunities and ideas to improve the tools and technology.
• Stays up to date with tech trends and brings new ideas to improve operations.
• Increases the adoption of the contact centre tools and technology by leveraging the different features and functions to improve user experience.

Qualifications

• A Bachelor’s degree in Computer Science, Software Engineering, Information Technology or a related course specializing in computer networking and hardware.
• Knowledge of ticketing systems (Service
  Now, Jira…)
• Knowledge of CTI systems and Salesforce Service Cloud.
• Familiarity with programming languages, especially Java
  Script.
• Technology savvy with profound knowledge of computer and hardware systems.
• High problem‑solving skills, able to identify issues and tackle them efficiently.
• Well‑developed oral, written, and interpersonal communication skills; able to handle clients and staff requirements and report to upper management.
• Proven English skills: writing, reading, speaking.
• Proven clear communication skills across teams, calls, chat, email, tickets, etc. , with excellent response times.
• Team‑oriented mentality and attitude, approaching work with empathy, enthusiasm, ownership, responsibility, adaptability, balance, and resilience.
• Successfully managed and led launch/roll‑out of projects.
• Result‑oriented.

What We Offer

• 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 performance.
• Meal card.
• Flex benefits: choose the benefit most suitable.
• Membership in the Nestlé Club with discounts at several partners.
• Free coffee (and good coffee).
• Company laptop and other equipment according to professional needs.
• Medical support available at the office.
• Free shuttle.
• E‑learning courses and training program to help you reach your goals.
• Career progression and possibilities for international career.

Seniority Level

Associate

Job Function

Business Development and Sales

Industries

Food and Beverage Services

Additional Information

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