Multichannel Consumer Engagement Analyst

Nestlé S.A.; Meycauayan; Hybrid; PHP 335,000 - 502,000; Full time

Job summary

Nestlé S.A. in Meycauayan, Bulacan is seeking a Hybrid Full-time Customer Engagement Specialist. You will monitor calls and multiple written channels to address consumer concerns for Nestlé brands, applying the engagement blueprint with empathy and value.

The role requires 2-3 years of BPO experience in voice and written accounts and hands-on experience with Amazon Connect and Salesforce Engage Omni. You will handle refunds, orders, and customer communications across platforms.

Qualifications

• Proficient in both English and French, written and spoken.
• 2-3 years of BPO experience in Voice and Written Accounts.
• Hands-on experience with Amazon Connect and Salesforce Engage Omni.
• Ability to handle large data volumes and work across multiple channels.
• Strong critical thinking and problem-solving skills.

Responsibilities

• Monitor telephone lines and written channels (Email, Live Chat, Website, Social Media).
• Handle all incoming calls for brands addressing consumer concerns, comments, feedback, inquiries, or complaints.
• Manage Live Chat and Email to ensure prompt responses.
• Apply Nestlé Consumer Engagement Blueprint to calls with empathy and value.
• Record and categorize consumer concerns in Salesforce Engage Omni.
• Mitigate reputational risks and notify relevant functions/brands to prevent escalation.
• Monitor owned social media channels and interact with consumers in an appropriate tone.
• Identify consumer complaints and process refunds via Omnichannel system.
• Manage consumer webshop orders, including tracking, replacements, cancellations, and refunds.

Skills

English & French

BPO Experience

Amazon Connect

Salesforce Engage Omni

Multichannel Support

Analytical Thinking

Job description

Nestlé S.A. in Meycauayan, Bulacan is seeking a Hybrid Full-time Customer Engagement Specialist. You will monitor calls and multiple written channels to address consumer concerns for Nestlé brands, applying the engagement blueprint with empathy and value.

The role requires 2-3 years of BPO experience in voice and written accounts and hands-on experience with Amazon Connect and Salesforce Engage Omni. You will handle refunds, orders, and customer communications across platforms.