Position Snapshot

Location: Meycauayan, Bulacan, PH
Company: Nestlé Business Services AOA, Inc. 
Full-time

Bachelor’s Degree

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.  

Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A day in the life of...

• Sustain open lines of communications with consumers and develop professional relationships with them. Ensure timely engagement on sentiments received via social and traditional channel. Share to consumers the in-house complaint handling process on NPI, to protect the image of the brand the the company as a whole. 
• Handling consumer complaints received via Social Media Channels
• Ensure all relevant data is processed, labelled/tagged and structured accurately in corresponding digital and media analytics tool
• Timely engagement of potential reputational risks and timely alerting to respective Functions/Brands to help prevent issue escalation, provide support in issue management
• Tier 2 to 3 resolution to consumers inquiries, comments, and complaints using standard scripts and FAQs via inbound and outbound calls and emails
• Utilizes various market-based tools and applications for consumer management and servicing
• Ensures Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner
• 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 database
• Ensures proper notification and escalation of critical complaints and irate customers
• Provides insight and recommendation to brands based on complaints handled
• Prepares standard reports to track workload, response time, and quality input 
• Identify opportunities for improvements, implement best practices in collaboration with other team members and Partners
• Develops and maintain accurate files

What will make you successful

• 2-3 years’ experience in customer service
• Registered Nutritionist-Dietician (RND)
• Experience in excellent customer service and customer case escalations
• Excellent English and Filipino written and verbal communication skills
• Excellent multi-tasking, listening and comprehension skills
• Open to shifting schedule