👋 Consumer Engagement Services Advisor - Catalan & Spanish Speaker - Hybrid (Linda-a-Velha, Portugal) | 8-hour rotative shifts | Catalan & Spanish
About Nestlé Business Services (NBS)
Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide a variety of services to enable Nestlé to engage with millions of consumers worldwide. We're a multicultural and diverse team of professionals passionate about digital innovation and driving continuous improvement.
What You'll Do
- Respond to customer inquiries via written channels (including social media) in a timely and accurate manner.
- Identify customer needs and help them 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 consumer feedback and complete a FAQ database and knowledge-based documents.
- Treat serious and sensitive consumer contacts following 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 if unable to provide an answer.
What We're Looking For
- Fluent Spoken and Written Knowledge on Spanish and Catalan
- Ability to adapt tone of voice to different brands and written channels
- Spoken and Written Knowledge on English
- Experience as a Customer Support Specialist or similar CS role
- Customer management orientation
- Familiarity with the Nestlé industry is a plus
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Attention to details
What We Offer
- 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 Card
- Flex Benefits
- Make part of the Nestlé Club and get discounts from several partners
- Company laptop and other equipment according to professional needs
- Medical Support available at the Office
- E-learning courses and training program
- Career progression and possibilities for International Career
Job Category: Customer Service