Consumer Engagement Advisor
POSITION SNAPSHOT
Location: Cairo, Egypt
Company: Nestle
Full-time
POSITION SUMMARY
Joining Nestle means you are joining the largest food and Beverage Company in
the world. At our very core, we are a human environment - passionate people
driven by the purpose of enhancing the quality of life and contributing to a
healthier future.
You will respond to consumers inquiries, comments, and complaints using
standard scripts and FAQs via inbound and outbound calls, emails, WhatsApp,
Live chat and owned social media channels.
A DAY IN THE LIFE …
* Ensures Nestle CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner.
* Utilizes various market-based tools and applications for consumer management and servicing.
* Provides empathetic and cutting-edge service in customer service based on Nestle CES Standard Instructions on Consumer Complaints Handling.
* Resolve customer inquiries, comments, and complaints of consumers.
* Ensures proper encoding of all information received from consumer and other cross functional teams in the CRM Tool.
* Ensures quality service and consumer satisfaction according to needs and in all service channels (chat, e-mail, social networks, telephone).
* Ensures proper notification and escalation of critical complaints and irate customers.
* Follows the changes in the messaging and the ways of working.
* Executes additional tasks from the Line Manager, SPOC from the Brand teams and the CES Manager.
ARE YOU A FIT?
* Attention to details.
* Strong interpersonal skills, team-oriented attitude
* Strong verbal and written communication skills, business English.
* Ability to multitask and prioritize.
* Interest in digital and social media industry, current online trends and marketing tactics
* Capacity to learn new skills and master new tools is a must.
* Bachelor's degree in marketing, business studies, communications, journalism, media studies, psychology
We are Nestle, the largest food and beverage company. We are 308,000 employees
strong driven by the purpose of enhancing the quality of life and contributing
to a healthier future. Our values are rooted in respect: respect for
ourselves, respect for others, respect for diversity and respect for our
future. With more than CHF 91.4 billion sales in 2018, we have an expansive
presence with 413 factories in more than 85 countries. We believe our people
are our most important asset, so we'll offer you a dynamic inclusive
international working environment with many opportunities across different
businesses, functions and geographies, working with diverse teams and
cultures. Want to learn more? Visit us at www.nestle.com.
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