Remote Consumer Engagement Advisor

Nestle; Linda-a-Velha; Remote; EUR 18,000 - 26,000; Full time

Benefits offered by this job

Flexible work

Annual bonus

Meal allowance

Coffee at office

International exposure

Job summary

Nestlé Business Solutions (NBS) in Portugal is seeking a Consumer Engagement Services Advisor to support Nestlé consumers across phone, email, chat and social channels. Resolve queries, guide product users through features and contribute to a knowledge base.

You will work in a fast-paced, multilingual environment with a flexible remote schedule between 8h and 18h, Monday to Friday, aimed at delivering outstanding service and building brand trust.

Qualifications

• Fluent spoken and written English
• Experience as a Customer Support Specialist or similar CS role
• Excellent communication and problem-solving skills
• Multi-tasking abilities and attention to detail

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
• 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

Skills

Fluent English

Communication skills

Problem-solving

Multitasking

Tools

CRM systems

Job description

Nestlé Business Solutions (NBS) in Portugal is seeking a Consumer Engagement Services Advisor to support Nestlé consumers across phone, email, chat and social channels. Resolve queries, guide product users through features and contribute to a knowledge base.

You will work in a fast-paced, multilingual environment with a flexible remote schedule between 8h and 18h, Monday to Friday, aimed at delivering outstanding service and building brand trust.