Consumer Engagement Associate


POSITION SNAPSHOT
 

Location: Egypt
Company: Nestlé

POSITION SUMMARY
 

Joining Nestlé means you are joining the largest food and Beverage Company in the world.  At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.  

You will respond to consumers inquiries, comments, and complaints using standard scripts and FAQs via inbound and outbound calls, emails, WhatsApp, Live chat and owned social media channels.

A DAY IN THE LIFE …

• • Ensures Nestlé CES standard instructions on consumer complaints handling process is handled appropriately and in a timely manner.
  • Utilizes various market-based tools and applications for consumer management and servicing.
  • Provides empathetic and cutting-edge service in customer service based on Nestlé CES Standard Instructions on Consumer Complaints Handling.
  • Resolve customer inquiries, comments, and complaints of consumers.
  • Ensures proper encoding of all information received from consumer and other cross functional teams in the CRM Tool.
  • Ensures quality service and consumer satisfaction according to needs and in all service channels (chat, e-mail, social networks, telephone).
  • Ensures proper notification and escalation of critical complaints and irate customers.
  • Follows the changes in the messaging and the ways of working.
  • Executes additional tasks from the Line Manager, SPOC from the Brand teams and the CES Manager.

ARE YOU A FIT?
 

• Bachelor’s degree in marketing, business studies, communications, journalism, media studies, psychology.
• Strong interpersonal skills, team-oriented attitude.
• Strong verbal and written communication skills in English.
• Ability to multitask and prioritize.
• Interest in digital and social media industry, current online trends and marketing tactics
• Capacity to learn new skills and master new tools is a must.
• Attention to details.