CES Advisor (Social Media Focus) - Swiss-German Speaker

Nestle; Porto; On-site; EUR 21,000 - 32,000; Full time

Benefits offered by this job

Flexible working environment

Competitive salary and annual bonus

Meal allowance card

Flex Benefits

Career progression

Job summary

Nestlé Business Solutions (NBS) in Portugal is seeking a Customer Support Specialist to respond to customer queries via phone and social channels, mainly Instagram and Facebook, and to identify customer needs while guiding users through features.

You will encode consumer requests in internal databases, share feedback with stakeholders, and inform customers about new features and campaigns. Strong CRM knowledge and exceptional communication are essential.

Qualifications

• Fluent spoken and written Swiss-German and French, with English as a plus.
• Ability to adapt tone for different brands and channels.
• Experience as a Customer Support Specialist is a plus, but not mandatory.

Responsibilities

• Respond to customer queries via phone and written channels (social media focus).
• Identify customer needs and help users with features.
• Encode information in internal databases about consumer requests.
• Share feature requests and feedback with stakeholders.
• Inform customers about new features and campaigns.

Skills

Swiss-German fluency

French fluency

English is a plus

Portuguese proficiency

Customer management

CRM systems

Communication skills

Problem solving

Multi-tasking

Attention to detail

Tools

CRM systems

Job description

Position Snapshot

Location: Remote (Portugal)

Company: Nestlé Business Solutions (NBS)

100% remote: 5 days a week - Monday to Friday - Rotating Shifts (7h-16h or 8h-17h)

Languages: Native/Near native Swiss-German, intermediate French and fluent English or Portuguese

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 (focus on social media, mainly Instagram and Facebook) 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 consumers questions to appropriate stakeholders in case of impossibility in providing an answer

What will make you successful

• Fluent Spoken and Written Knowledge in Swiss-German and French, with English being a plus

• 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