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- Support in flagging outdated or incorrect information in local CES tools and utilize the functionalities in the tools (Engage Omni, phone system tool)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