Consumer Engagement Services Advisor | Social Media - French Speaker

Position Snapshot

Location: Linda-a-Velha, Portugal
Company: Nestlé Business Services (NBS)
Full-time / Remote

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 the Nestlé 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, 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's time to consider joining NBS!

Position Summary

A Consumer Engagement Services Social Media Advisor 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 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 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

• 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.)
• Customer management orientation
• Familiarity with Nestlé industry is a plus
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking 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 - 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

Position Snapshot

Location: Linda-a-Velha, Portugal
Company: Nestlé Business Services (NBS)
Full-time / Remote

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 the Nestlé 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, 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's time to consider joining NBS!

Position Summary

A Consumer Engagement Services Social Media Advisor 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 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 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

• 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.)
• Customer management orientation
• Familiarity with Nestlé industry is a plus
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking 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 - 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