Position Snapshot
Location: Remote
Company: Nestlé Business Services (NBS)
Full-time - Monday to Friday - Rotative Shifts: 7h-16h and 8h-17h
Fluent in German and English
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 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 via phone, email, chat and social media platforms.
A day in the life of...
Respond to customer queries via phone and written channels (including social media) in a timely and accurate way
Identify customer needs and help customers use specific features
Encoding internal databases with information about consumers' requests
Share feature requests and effective workarounds with relevant stakeholders
Inform customers about new features, functionalities and campaigns
Follow up with customers to ensure their issues are resolved
Gather consumers' feedback and complete a FAQ database and a knowledge-based documents
Treat serious and sensitive consumer contacts following the specific guidelines
Ensures 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
Fluent Spoken and Written Knowledge in German and English
Ability to adapt tone of voice to different brands and written channels
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
Multi-tasking abilities
Attention to details