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Respond to customer queries via phone and social media channels while maintaining accurate internal databases. Gather consumer feedback, manage complaints according to company standards, and provide information on new features and campaigns.
Position Snapshot
Location: Remote (Portugal)
Company: Nestlé Business Solutions (NBS)
100% remote: 5 days a week - Monday to Friday - Rotating Shifts (7h-16h or 8h-17h)
Languages: Native/Near native Swiss-German, intermediate French and fluent English or Portuguese
About us
Nestlé Business Solutions (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement solutions 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 Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.
A day in the life of...
Respond to customer queries via phone and written channels (focus on social media, mainly Instagram and Facebook) 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 knowledge-based documents
Treat serious and sensitive consumer contacts following the specific guidelines
Ensure 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 Swiss-German and French, with English being a plus
Ability to adapt tone of voice to different brands and written channels
Having previous experience as a Customer Support Specialist or similar CS role is a plus, but not mandatory
Customer management orientation
Familiarity with Nestlé industry is a plus
Understanding of how CRM systems work is also a plus
Excellent communication and problem-solving skills
Multi-tasking abilities
Attention to detail
What we offer
Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:
Development of expertise in Nestlé’s Shared Solutions Business
Immersion in a culturally diverse team
Local and international exposure
Flexible working environment
Engagement and wellbeing activities
Competitive salary and annual bonus according to your performance
Meal allowance card
Flex Benefits - at NBS you can choose what benefits are more suitable for you
Make part of the Nestlé Club and get discount in several partners
Free coffee (and good coffee) at the office
Shop with special discounts for employees
Company equipment according to professional needs
Medical support available at the office
E-learning courses and training program to get you where you aim to be
Career progression and possibilities for international career
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