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Bilingual Customer Service Representative (12 Month Contract)

Bilingual Customer Service Representative (12 Month Contract)

A little bit about us

Nestlé is the world’s largest food and beverage company. We have over 2000 brands ranging from global icons to local favourites and are present in 190 countries worldwide.  In Canada, excelling means sharing our passion for our purpose of enhancing quality of life and contributing to a healthier future. It also means living up to our exemplary values which are rooted in respect for ourselves, others, diversity and the future. We will support your personal growth with a people-focused culture and a flexible and diverse working environment.  Join our team to support our purpose of enhancing quality of life and contributing to a healthier future.

Position Snapshot

Business areas: CME

Job title: Bilingual Customer Service Representative (12 month Contract)

Location: North York, Ontario

Grade Level: 14

Position Summary

 We are looking for a Bilingual Customer Service Representative to join our North York office. This role will play a key role in the delivery of best in class consumer service through an omni-channel approach. The Ambassador is tasked with building consumer retention, advocacy, and loyalty by enabling consumers to have positive brand experiences and to maintain trust with our products. The position provides consumer support to 10 different Nestlé businesses. 

A day in the life of...

Responsible for handling inbound consumer contacts via multiple platforms including phone, live chat, email, online reviews, and social media, aligning to the CES service standards.

You will also:

  • Ensure CES standards are maintained, including but not limited to adherence to the Consumer Experience Blueprint (CEB), quality targets and accurate and professional service delivery is attainted.  
  • Engage with inbound consumer contacts via Salesforce Engage and BazaarVoice (Reviews) within response KPIs.
  • Drive consumer engagement by identifying value add moments, where the consumer can be informed about new products, new promotions or contests and identify surprise and delight moments.
  • Take ownership on all consumer cases end to end in order to provide a superior consumer experience that resolves the consumer's reason for contact or offers appropriate alternate solutions in an effort to maintain the loyalty of the consumer.
  • Accurately complete all appropriate documentation in both Salesforce Engage and communication sent to internal or external stakeholders for each consumer case as required. 
  • Remain current on program and product information by being committed to continuous learning.

What will make you successful

  • Preferred 1 to 2 years in a similar role; Previous experience in Consumer Goods is an asset.
  • Must be fully Bilingual in French and English.
  • Ability to problem solve, provide resolution and empathize in order to build loyalty.
  • Thrives in a fast-paced, challenging environment.
  • Demonstrate maturity and professionalism when dealing with sensitive situations (consumer complaints, critical or confidential situations).
  • Must be able to work in a fast pace environment and manage several complex priorities with strict deadlines.
  • Extremely Proficient in Microsoft Office and Salesforce (considered an asset).
  • Previous experience with a CRM.
  • Experience with Salesforce (optional).

What you need to know

Excellent training and development programs as well as opportunities to grow within the company. 
 
Nestlé is an equal opportunity employer committed to diversity and inclusion.  If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.

A little bit about us

Nestlé is the world’s largest food and beverage company. We have over 2000 brands ranging from global icons to local favourites and are present in 190 countries worldwide.  In Canada, excelling means sharing our passion for our purpose of enhancing quality of life and contributing to a healthier future. It also means living up to our exemplary values which are rooted in respect for ourselves, others, diversity and the future. We will support your personal growth with a people-focused culture and a flexible and diverse working environment.  Join our team to support our purpose of enhancing quality of life and contributing to a healthier future.

Position Snapshot

Business areas: CME

Job title: Bilingual Customer Service Representative (12 month Contract)

Location: North York, Ontario

Grade Level: 14

Position Summary

 We are looking for a Bilingual Customer Service Representative to join our North York office. This role will play a key role in the delivery of best in class consumer service through an omni-channel approach. The Ambassador is tasked with building consumer retention, advocacy, and loyalty by enabling consumers to have positive brand experiences and to maintain trust with our products. The position provides consumer support to 10 different Nestlé businesses. 

A day in the life of...

Responsible for handling inbound consumer contacts via multiple platforms including phone, live chat, email, online reviews, and social media, aligning to the CES service standards.

You will also:

  • Ensure CES standards are maintained, including but not limited to adherence to the Consumer Experience Blueprint (CEB), quality targets and accurate and professional service delivery is attainted.  
  • Engage with inbound consumer contacts via Salesforce Engage and BazaarVoice (Reviews) within response KPIs.
  • Drive consumer engagement by identifying value add moments, where the consumer can be informed about new products, new promotions or contests and identify surprise and delight moments.
  • Take ownership on all consumer cases end to end in order to provide a superior consumer experience that resolves the consumer's reason for contact or offers appropriate alternate solutions in an effort to maintain the loyalty of the consumer.
  • Accurately complete all appropriate documentation in both Salesforce Engage and communication sent to internal or external stakeholders for each consumer case as required. 
  • Remain current on program and product information by being committed to continuous learning.

What will make you successful

  • Preferred 1 to 2 years in a similar role; Previous experience in Consumer Goods is an asset.
  • Must be fully Bilingual in French and English.
  • Ability to problem solve, provide resolution and empathize in order to build loyalty.
  • Thrives in a fast-paced, challenging environment.
  • Demonstrate maturity and professionalism when dealing with sensitive situations (consumer complaints, critical or confidential situations).
  • Must be able to work in a fast pace environment and manage several complex priorities with strict deadlines.
  • Extremely Proficient in Microsoft Office and Salesforce (considered an asset).
  • Previous experience with a CRM.
  • Experience with Salesforce (optional).

What you need to know

Excellent training and development programs as well as opportunities to grow within the company. 
 
Nestlé is an equal opportunity employer committed to diversity and inclusion.  If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.

North York, CA

North York, CA

Apply now »