Remote Customer Experience Specialist — Catalan & English

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

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.