Location: Meycauayan, Bulacan, PH
Company: Nestlé Integrated Business Services, Inc.

Full-time | Hybrid: Twice a week onsite

Position Summary

The Technical Assistant – Contact Center plays a critical dual function: providing frontline technical support to Nestlé Professional customers through a multi-channel contact center, and supporting backend technical operations, including trade asset management, machine performance, contractor coordination, and quality compliance.

This role ensures seamless technical assistance, efficient issue resolution, and outstanding customer experience while upholding Nestlé’s operational, quality, and safety standards.

Main Purpose of the Job

• Deliver technical machine assistance, troubleshooting, and customer support via inbound/outbound calls, email, WhatsApp, and other channels.
• Provide backend technical support including machine tracking, M&R reporting, contractor coordination, and trade asset quality compliance.
• Ensure accurate case logging in C4C and provide timely, high-quality resolution of customer issues.
• Support implementation of technical systems and continuous improvement initiatives.

Key Responsibilities

• Deliver Technical Contact Center Support: Handle technical inquiries, complaints, and service requests across phone, email, WhatsApp, and other channels while ensuring accurate case logging, timely responses, and high first‑time‑fix rates.
• Manage Trade Assets & Machine Performance: Track machine deployment, usage, and performance; plan machine replacements; and ensure proper machine branding, configuration, temperature settings, and recipe accuracy for optimal beverage quality.
• Support Channel & M&R Operations: Provide technical solutions for machine efficiency and redeployment, monitor M&R costs, and prepare monthly maintenance and repair performance reports.
• Oversee Contractor & Service Quality: Coordinate with technical contractors, conduct routine service audits, monitor preventive maintenance routes, and maintain service quality standards.
• Ensure Quality, Hygiene & Compliance: Maintain hygiene standards, ensure alignment with EVS and market guidelines, uphold NQMS and OHS requirements, and support continuous improvement processes.
• Implement Technical Systems (BMB‑MS Ver 5): Support system rollout, create machine records, and complete RFID tagging and deployment activities.

Required Skills & Qualifications

• Bachelor’s degree (business, technical, engineering, communications, etc.).
• 6–12 months experience in a contact center or technical support environment.
• Experience with social messaging channels and CRM tools is an advantage.

• Strong understanding of machine systems, product preparation, and configuration.

• Experience in handling beverage systems, technical equipment, or machine operations
• Direct experience and familiarity with operating, maintaining, or troubleshooting Nestlé coffee machines
• Strong customer service skills, with the ability to support customers professionally and effectively
• Strong technical troubleshooting and problem‑solving abilities
• Good communication and documentation skills

• Proficient in MS Office (Excel: pivot tables, dashboards; PowerPoint; Word).
• Ability to analyze large sets of data and produce insights.
• Familiarity with C4C or similar ticketing systems.