Position Snapshot
Location: Portugal - Remote
Company: Nestlé Business Services (NBS)
Full-time - 5 days/week between Monday to Saturday - Rotative Shifts (8h-17h or 12h-21h)
Fluent in French and English
About us
Nestlé Business Services (NBS) is at the heart of the Nestlé Group We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services 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 Services (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 customers’ queries mainly through written channels of communication and phone in a timely and accurate way
Identify customers’ needs, help them in the usage of specific features and introduce them to new functionalities & campaigns
Maintain a good relationship with the customer through Social Media platforms, such as Facebook, Twitter, Instagram, etc.
Treat serious and sensitive customer contacts ensuring the Nestlé procedures on Consumer Complaints Handling process
Ensure follow up with the customers to make sure their issues are resolved and gather customers’ feedback
Keep the internal databases updated regarding the consumers’ requests, complete a FAQ database and update the knowledge-based documents
Redirect consumers’ questions to appropriate stakeholders in case of impossibility in providing an answer
Report product malfunctions, share feature requests and effective workarounds with relevant stakeholders
What will make you successful
Advanced Spoken and Written Knowledge on French and English
Experience as a Customer Support Specialist or similar CS role
Experience in Community Management (Instagram, Facebook, etc.)
Customer management orientation
Familiarity with Nestlé industry is a plus
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Multi-tasking abilities
Attention to details
As the world’s largest food and beverage company we are driven by a simple aim: unlocking the power of food to enhance quality of life for everyone, today and for generations to come. To deliver on this, we serve with passion, with a spirit of excellence, offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families. Our culture is based on our values rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for the future.
We can trace our origin back to 1866, when the first European condensed milk factory was opened in Cham, Switzerland, by the Anglo-Swiss Condensed Milk Company. One year later, Henri Nestlé, a trained pharmacist, launched one of the world’s first prepared infant cereals ‘Farine lactée’ in Vevey, Switzerland.
Today, we employ around 273,000 people and have factories or operations in almost every country in the world. With our headquarters still based in the Swiss town of Vevey, we had sales of CHF 84.3 billion in 2020.
Our portfolio covers almost every food and beverage category – offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families.
House rules: https://nes.tl/HouseRules
