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Consumer Engagement Services Specialist

Consumer Engagement Services Specialist

Bruxelles, BE

Bruxelles, BE

Position Summary

 

A Consumer Engagement Services Specialist (CESS) is responsible for the overall customer service, covering multiple contact points from traditional touchpoints to new digital and social platforms. Directly translating the consumer needs in to actions while continuously helping the business to proactive gain clear and relevant consumer insight. Reporting Consumer feedback and giving full follow-up on product complaints.

A day in the life of a Consumer Engagement Services Specialist

 

  • Be the voice of Nestlé speaking to consumers. Driving consumers’ loyalty and advocacy through continuous rewarding experience. Listten and engage with consumers via Contact Us forms, e-mail, phone, live chat, social media, surveys and new tools. Act as prime contact point for consumers who have complaints, questions, enquiries or views on Nestlé, our products and the Nescafé Dolce Gusto web shop. Ensure optimal consumer satisfaction by timely, effective and accurately follow-up of consumer reaction across all contact channels.
  • Be the voice of the consumer speaking back to Nestlé. Register contacts into the Contact Management System (Sales force); providing clear insights, through data analysis and efficient reporting, to trigger further actions. Be the representative of the consumer towards our internal stakeholders. This includes the creation of insights reportsEnsure 3rd party efficiency by using all consumer insight, close and proactive collaboration with all internal stockholders.
  • Be an involved brand ambassador; Listen, defend and promote the Nestlé brands’ and corporate reputation to drive consumer loyalty and sense room for improvement. By maintaining in-depth knowledge about all Nestlé products in the market and be the owner/specialist/SPOC of a product category towards the rest of the team. Maintain good knowledge about Nestlé’s position on a variety of topics.
  • Play an active role in process and consumer service improvement projects.
What will make you successful

 

  • You speak Dutch and French fluently and are able to answer to written queries in both languages.
  • Ideally, you already have an experience in consumer service.
  • You are passionate about customer service and interested in working with social media to answer our consumers.
  • At Nestlé, we have an open work culture centered on respect and constructive feedback. We are looking for passionate and motivated people who want to learn and grow with us.

We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.

Position Summary

 

A Consumer Engagement Services Specialist (CESS) is responsible for the overall customer service, covering multiple contact points from traditional touchpoints to new digital and social platforms. Directly translating the consumer needs in to actions while continuously helping the business to proactive gain clear and relevant consumer insight. Reporting Consumer feedback and giving full follow-up on product complaints.

A day in the life of a Consumer Engagement Services Specialist

 

  • Be the voice of Nestlé speaking to consumers. Driving consumers’ loyalty and advocacy through continuous rewarding experience. Listten and engage with consumers via Contact Us forms, e-mail, phone, live chat, social media, surveys and new tools. Act as prime contact point for consumers who have complaints, questions, enquiries or views on Nestlé, our products and the Nescafé Dolce Gusto web shop. Ensure optimal consumer satisfaction by timely, effective and accurately follow-up of consumer reaction across all contact channels.
  • Be the voice of the consumer speaking back to Nestlé. Register contacts into the Contact Management System (Sales force); providing clear insights, through data analysis and efficient reporting, to trigger further actions. Be the representative of the consumer towards our internal stakeholders. This includes the creation of insights reportsEnsure 3rd party efficiency by using all consumer insight, close and proactive collaboration with all internal stockholders.
  • Be an involved brand ambassador; Listen, defend and promote the Nestlé brands’ and corporate reputation to drive consumer loyalty and sense room for improvement. By maintaining in-depth knowledge about all Nestlé products in the market and be the owner/specialist/SPOC of a product category towards the rest of the team. Maintain good knowledge about Nestlé’s position on a variety of topics.
  • Play an active role in process and consumer service improvement projects.
What will make you successful

 

  • You speak Dutch and French fluently and are able to answer to written queries in both languages.
  • Ideally, you already have an experience in consumer service.
  • You are passionate about customer service and interested in working with social media to answer our consumers.
  • At Nestlé, we have an open work culture centered on respect and constructive feedback. We are looking for passionate and motivated people who want to learn and grow with us.

We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.

Apply now »