Position Snapshot

Location: Portugal

Company: Nestlé Business Services

Full-time / Remote

Native or Near Native in English
8-hour rotative shifts between 07:00am and 05:00pm from Monday to Saturday

Position Summary

The 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 guiding product users through features and functionalities as per standard procedure. Candidates should also be passionate about pets and demonstrate a pet lover mindset to better connect with our pet-owning customers.

A day in the life of...
• Respond to customer queries phone and written channels in a timely and accurate way • Identify customer needs and help customers use specific features
• Report product malfunctions
• 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, if any
• 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 in English (Spoken and written)
• 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

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
• E-learning courses and training program to get you where you aim to be
• Career progression and possibilities for International Career