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

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