Phiture
CES Advisor - Social Media Specialist - French Speaker
Phiture, New Bremen, Ohio, United States
CES Advisor - Social Media Specialist - French Speaker
Position Snapshot
Location: Braga/Lisbon (Portugal)
Company: Nestlé Business Services (NBS)
Full-time/Remote
Fluent in French
8-hour rotative shifts between 8:00 am and 09:00pm from Monday to Saturday
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 A Consumer Engagement Services Advisor for Social Media Channels will assist Nestlé consumers with questions and doubts when using our products and services. Resolve possible customer queries, recommend solutions and guiding product users through features and functionalities as per standard procedure.
A Day in the life of...
Respond to customers’ queries mainly through written channels of communication but also phone, including a sensitive triage phone line from 6pm to 9pm when working that shift.
Answer all comments under Nestlé brands post on social media, respecting the guidelines defined by the brand and using impeccable spelling, grammar punctuation and orthography.
Identify customers’ needs, help them in the usage of specific features and introduce them to new functionalities & campaigns
Fosters a sense of community and engagement , while maintain a good relationship with the customer through Social Media platforms, such as Facebook, X, Instagram, Tik Tok,etc.
Treat serious and sensitive customer contacts ensuring the Nestlé procedures on Consumer Complaints Handling process
Ensure follow up with the customers to make sure their issues are resolved and gather customers’ feedback
Keep the internal databases updated regarding the consumers’ requests, complete a FAQ database and update the knowledge-based documents
Redirect consumers’ questions to appropriate stakeholders in case of impossibility in providing an answer
Report product malfunctions, share feature requests and effective workarounds with relevant stakeholders
What will make you successful
Fluency in native-French with excellent written and verbal communication skills – Mandatory
Must have completed secondary education (Baccalauréat)
Familiarity with regional vocabulary trends and expressions is very important
Good level of English or Portuguese
Experience as a Customer Support Specialist or similar CS role
Proven experience in community management and/or customer engagement on platforms such as Facebook, Instagram, X, YouTube, and LinkedIn
Familiarity with Nestlé industry is a plus
Understanding of how CRM systems work
Strong interpersonal skills and a collaborative mindset, with a service-oriented approach
Comfortable working independently, with a high level of initiative and accountabilityAttention to details
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
#J-18808-Ljbffr
Company: Nestlé Business Services (NBS)
Full-time/Remote
Fluent in French
8-hour rotative shifts between 8:00 am and 09:00pm from Monday to Saturday
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 A Consumer Engagement Services Advisor for Social Media Channels will assist Nestlé consumers with questions and doubts when using our products and services. Resolve possible customer queries, recommend solutions and guiding product users through features and functionalities as per standard procedure.
A Day in the life of...
Respond to customers’ queries mainly through written channels of communication but also phone, including a sensitive triage phone line from 6pm to 9pm when working that shift.
Answer all comments under Nestlé brands post on social media, respecting the guidelines defined by the brand and using impeccable spelling, grammar punctuation and orthography.
Identify customers’ needs, help them in the usage of specific features and introduce them to new functionalities & campaigns
Fosters a sense of community and engagement , while maintain a good relationship with the customer through Social Media platforms, such as Facebook, X, Instagram, Tik Tok,etc.
Treat serious and sensitive customer contacts ensuring the Nestlé procedures on Consumer Complaints Handling process
Ensure follow up with the customers to make sure their issues are resolved and gather customers’ feedback
Keep the internal databases updated regarding the consumers’ requests, complete a FAQ database and update the knowledge-based documents
Redirect consumers’ questions to appropriate stakeholders in case of impossibility in providing an answer
Report product malfunctions, share feature requests and effective workarounds with relevant stakeholders
What will make you successful
Fluency in native-French with excellent written and verbal communication skills – Mandatory
Must have completed secondary education (Baccalauréat)
Familiarity with regional vocabulary trends and expressions is very important
Good level of English or Portuguese
Experience as a Customer Support Specialist or similar CS role
Proven experience in community management and/or customer engagement on platforms such as Facebook, Instagram, X, YouTube, and LinkedIn
Familiarity with Nestlé industry is a plus
Understanding of how CRM systems work
Strong interpersonal skills and a collaborative mindset, with a service-oriented approach
Comfortable working independently, with a high level of initiative and accountabilityAttention to details
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
#J-18808-Ljbffr