**About Us**
NBS is the heart of Nestlé Group, providing supply chain, financial, HR, digital and social media services to engage with millions of consumers worldwide.
We're a multicultural team passionate about digital innovation and continuous process improvement.
We're looking for talented professionals who are eager to learn, team players, digitally savvy and can thrive in a fast-paced environment.
**Diversity and Inclusion**
Diversity and inclusion are core values at NBS. If you have special needs, we'll adapt your position to meet your requirements.
**Position Summary**
A Consumer Engagement Services Advisor will assist Nestlé consumers with questions and doubts when using our products and services.
Resolve customer queries, recommend solutions and guide product users through features via phone, email, chat and social media platforms.
**A Day in the Life**
Respond to customer inquiries via written channels (including social media) in a timely and accurate manner.
Identify customer needs and provide solutions to help customers use specific features.
Encode internal databases with information about consumer 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 knowledge-based documents.
Treat serious and sensitive consumer contacts following specific guidelines.
Evaluate and resolve consumer complaints in a timely manner.
Redirect consumers' questions to appropriate stakeholders if unable to provide an answer.
**What Will Make You Successful**
To succeed in this role, you should possess:
Fluent spoken and written Spanish language skills.
Ability to adapt tone of voice to different brands and written channels.
Advanced spoken and written English language skills.
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 detail.
**What We Offer**
At NBS Lisbon, we care about our talents and continuously work to have our teams engaged and people achieving their best professional performance, without forgetting personal development and work-life balance.
This role offers:
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 - choose what benefit is more suitable for you.
Part of the Nestlé Club and get discounts on several partners.
Company laptop and other equipment according to professional needs.
Medical Support available at the office.
E-learning courses and training program to achieve your goals.
Career progression and possibilities for International Career.
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