CES Advisor - Catalan Speaker

Nestlé; Linda-a-Velha; Remote; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Meal allowance card

Flex Benefits

Career progression and international曝光

Job summary

Nestlé Business Solutions (NBS) in Portugal seeks a Customer Support Specialist fluent in Catalan and English to handle customer queries via phone, social media, and email, delivering timely and accurate solutions.

You will encode databases, share feature requests, inform customers about new features, and follow up to ensure issues are resolved, while adhering to Nestlé CES standard instructions for consumer complaints.

Qualifications

• Fluent spoken and written Catalan and English.
• Experience in a Customer Support or similar CS role is a plus, but not mandatory.

Responsibilities

• Respond to customer queries via phone and written channels (including social media) in a timely and accurate way.
• Identify customer needs and help customers use specific features.
• Encode 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 consumer questions to appropriate stakeholders in case of impossibility in providing an answer.

Skills

Catalan

English

Tools

CRM systems

Job description

Position Snapshot Location Remote (Portugal) Company Nestlé Business Solutions (NBS) 100% remote 5 days a week - Monday to Friday - 8am to 7pm (rotating shifts) Languages Native/Near native Catalan and fluent English

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 (including social media) 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 consumer questions to appropriate stakeholders in case of impossibility in providing an answer

What Will Make You Successful

• Fluent Spoken and Written Knowledge in Catalan and English
• 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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