CES Advisor, French Speaker

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Support Nestlé consumers by addressing their inquiries and concerns regarding products and services.

• Resolve customer issues, propose solutions, and assist product users in navigating features through phone, email, chat, and social media.

• Provide timely and accurate responses to customer inquiries via phone and written communication.

• Identify customer needs and assist them in utilizing specific features effectively.

• Input information regarding consumer requests into internal databases.

• Communicate feature requests and effective workarounds to relevant stakeholders.

• Update customers on new features, functionalities, and promotional campaigns.

• Conduct follow-ups with customers to ensure their issues are satisfactorily resolved.

• Collect consumer feedback and complete FAQ and knowledge-base documentation.

• Handle serious and sensitive consumer interactions according to established guidelines.

• Appropriately and promptly manage Nestlé CES Standard Instructions on Consumer Complaints Handling.

• Redirect consumer inquiries to the appropriate stakeholders when unable to provide answers.

⛳️ Requirements

• Proficient in both spoken and written French and English.

• Native or near-native level in French with fluent English proficiency.

• Ability to adjust tone of voice to fit various brands and written communication channels.

• Experience in a Customer Support Specialist role or similar customer service position.

• Strong customer management orientation.

• Familiarity with the Nestlé industry is advantageous.

• Understanding of CRM systems is important.

• Excellent communication and problem-solving capabilities.

• Ability to manage multiple tasks simultaneously.

• Strong attention to detail.

• Availability to work 5 days a week, Monday to Saturday, on rotating shifts (8h-17h or 12h-21h).

🏝️ Benefits

• Development of expertise within Nestlé’s Shared Services Business.

• Experience in a culturally diverse team.

• Exposure to local and international environments.

• Flexible working conditions.

• Opportunities for engagement and wellbeing activities.

• Competitive salary with an annual bonus based on performance.

• Meal allowance card.

• Flex Benefits - choose the benefits that suit you best at NBS.

• Membership in the Nestlé Club, offering discounts with various partners.

• Complimentary high-quality coffee at the office.

• Special discounts for employees at various shops.

• Company-provided equipment tailored to professional needs.

• Medical support available at the office in Lisbon.

• Access to e-learning courses and training programs to help you achieve your career goals.

• Opportunities for career advancement and international career possibilities.