Job Description

Consumer Engagement Associate

POSITION SNAPSHOT

Location: Egypt
Company: Nestlé

Joining Nestlé means you are joining the largest food and Beverage Company in the world.  At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.  

You will respond to consumers inquiries, comments, and complaints using standard scripts and FAQs via inbound and outbound calls, emails, WhatsApp, Live chat and owned social media channels.

A DAY IN THE LIFE …

• Ensures Nestlé CES standard instructions on consumer complaints handling process is handled appropriately and in a timely manner.

• Utilizes various market-based tools and applications for consumer management and servicing.

• Provides empathetic and cutting-edge service in customer service based on Nestlé CES Standard Instructions on Consumer Complaints Handling.

• Resolve customer inquiries, comments, and complaints of consumers.

• Ensures proper encoding of all information received from consumer and other cross functional teams in the CRM Tool.

• Ensures quality service and consumer satisfaction according to needs and in all service channels (chat, e-mail, social networks, telephone).

• Ensures proper notification and escalation of critical complaints and irate customers.

• Follows the changes in the messaging and the ways of working.

• Executes additional tasks from the Line Manager, SPOC from the Brand teams and the CES Manager.

ARE YOU A FIT?

• Bachelor’s degree in marketing, business studies, communications, journalism, media studies, psychology.

• Strong interpersonal skills, team-oriented attitude.

• Strong verbal and written communication skills in English

• Ability to multitask and prioritize.

• Interest in digital and social media industry, current online trends and marketing tactics

• Capacity to learn new skills and master new tools is a must.

• Attention to details.