Bilingual Consumer Ambassador (12 Month Contract)

A little bit about us
Nestle is the world’s largest food and beverage company. We have over 2000 brands ranging from global icons to local favorites, 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 peoplefocused 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: Nestlé Canada

Job title: Bilingual Consumer Ambassador (12 month Contract)

Location: North York, Ontario

Grade: 11

Position Summary

The Nestlé Consumer Ambassador plays a key role in the delivery of best in class consumer service through an omni-channel approach. The Ambassador is tasked with managing consumer inquiries and complaints, building consumer retention, advocacy and loyalty by enabling consumers to have positive brand experiences and maintain trust with our products. The position provides consumer support 10 different Nestle businesses.

A day in the life of...

Handle inbound consumer contacts via multiple touchpoints including phone, live chat, email, online reviews, and social media, aligning to the CES service standards.
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 (Phone, Email, Live Chat), Sprinklr (Social Media) 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

A university degree in a business-related discipline.
Preferred 1 to 2 years in a similar role; Previous experience in Consumer Goods is an asset.
Must be fully Bilingual in French.
Ability to problem solve, provide resolution and empathize in order to build loyalty.
Thrives in a fast-paced, challenging environment within a team setting.
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).

What you need to know
What can we offer in return? Great benefits you’d expect from a business the size of Nestle including a comprehensive total rewards benefits package including Health and Dental benefits that start on day one as well as a Company matched retirement savings plan, Excellent training and development programs as well as opportunities to grow within the company.

We will be considering applicants as they apply, so please don’t delay in submitting your application.

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.
#NestléCAHiring

A little bit about us
Nestle is the world’s largest food and beverage company. We have over 2000 brands ranging from global icons to local favorites, 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 peoplefocused 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.