Position Snapshot

Location: Lisbon (Portugal) 
Company: Nestlé Business Services (NBS)
Full-time and Full-Remote - Rotative Shifts: 8h-17h; 10h-19h; 12h-21h (Monday to Sunday,1 working weekend for each 2 months)

Fluent in Spanish 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 Spanish 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