CES Advisor - English Speaker (opens in new tab)

Nestle SA; Lisboa, Braga; Hybrid; EUR 20,000 - 28,000; Full time

Benefits offered by this job

Meal allowance card

Flex Benefits

Annual bonus

Office coffee

Job summary

Nestlé Business Solutions (NBS) is hiring a Consumer Engagement Services Advisor to assist Nestlé consumers with questions via phone, email, chat and social platforms. You will resolve queries, guide users through features, and document feedback in internal databases.

The role requires fluent English, strong communication, and CRM familiarity. It offers a full-time, remote-friendly schedule (8h–18h, Mon–Fri) with Nestlé’s supportive culture in Lisbon/Portugal.

Qualifications

• Experience as a Customer Support Specialist or similar CS role.
• Fluent in English (spoken and written).
• Ability to adapt tone of voice to different brands and channels.
• Understanding how CRM systems work.
• Excellent communication and problem-solving skills.
• Multitasking abilities.

Responsibilities

• Respond to consumer queries via phone and written channels (email, chat, social media).
• Identify consumer needs and help users with features.
• Document consumer requests in internal databases and share feedback with stakeholders.
• Inform customers about new features and campaigns; follow up to ensure resolution.
• Redirect questions to appropriate teams when needed.

Skills

Customer support

English proficiency

Communication skills

Problem solving

CRM systems

Multitasking

Tools

CRM systems

Job description

Location: Portugal
Company: Nestlé Business Solutions (NBS)
Full-time/Remote
Schedule between 8h and 18h from Monday to Friday
Fluent in 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 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 Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.

Position Summary

A Consumer Engagement Services Advisor will assist Nestlé consumers with questions and doubts when using our products and services. Resolve possible customer queries, recommend solutions and guide product users through features via phone, email, chat and social media platforms.

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 a knowledge-based documents

Treat serious and sensitive consumer contacts following the specific guidelines

Ensures 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 English

Ability to adapt tone of voice to different brands and written channels

• Experience as a Customer Support Specialist or similar CS role

Familiarity with Nestlé industry is a plus

Understanding of how CRM systems work

Excellent communication and problem-solving skills

Multi-tasking abilities

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 Services 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 (in Lisbon)

E-learning courses and training program to get you where you aim to be

Career progression and possibilities for international career