Position Snapshot

Location: Braga/Lisbon (Portugal)

Company: Nestlé Business Services (NBS)

Full-time/100% remote

Fluent in French and English

About us

Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services 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 Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.

Position summary:

This position assists in the day-to-day operations and planning of the Customer Services department under the general supervision of the Consumer Engagement Supervisor.

A day in the life of...

Oversee day-to-day procedures of the department

Supports and mentors CES Advisors in their daily routines

Monitors occupancy of the CES Advisors

Real time screening of incoming contacts to identify priority situations

Identifies system and workflow improvements to enhance the team's efficiency

Supporting new employes in order to maintaining a good quality of service

Support in flagging outdated or incorrect information in local CES tools and utilize the functionalities in the tools (Engage Omni, phone system tool)

Work closely and proactively with CES Specialist in the Market

Manage added value/outbound (Tier 2 and/or 3 contacts), escalations and Complex/sensitive contacts

Proactively collaborate with internal stakeholders, when required

Perform other tasks and duties as assigned by CES Supervisor

Support in finding efficiency within the day to day operations

Keep a professional language while interacting with the advisors

What will make you successful

Experience using help desk software and remote support tools
Knowledge of CRM systems
Previous knowledge on Consumer Handling (1-year experience)
Social Media /Community Management expertise
Experience in managing issues and crisis
Excellent communication skills in required native language
Excellent consumer focus & consumer service ethos
Innate passion for brand reputation building
Ability to learn quickly and retain information (product knowledge, tone of voice, processes…)
Ability to work in Matrix organization and high level of stakeholder service orientation
Results driven leadership style, challenging status quo mindset
High analytical skills and insightful
Ability to handle stress
Fluent in French and English

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 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 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 (in Lisbon)
E-learning courses and training program to get you where you aim to be
Career progression and possibilities for international career

Nestle Operational Services Worldwide SA

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