Customer Support Advisor - French Speaker (NESTLÉ)

We are recruiting for the Shared Services Center of a multinational, leader in the global food retail sector: Nestlé Business Services. A Customer Support Advisor 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 customer queries phone and written channels in a timely and accurate way
• Identify customer needs and help customers use specific features
• Report product malfunctions
• Encoding internal databases with information about consumers' requests
• Share feature requests and effective workarounds with relevant stakeholders
• Inform customers about new features, functionalities and campaigns, if any
• Follow up with customers to ensure their issues are resolved
• Gather consumers' feedback and complete a FAQ database and a knowledge-based documents
• Treat serious and sensitive consumer contacts following the specific guidelines
• Ensures Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner
• Redirect consumers questions to appropriate stakeholders in case of impossibility in providing an answer

What will make you successful

• Fluent in French (spoken and written)
• Intermediate/Advanced Knowledge on English
• Experience as a Customer Support Specialist or similar CS role
• Customer management orientation
• Familiarity with Nestlé industry is a plus
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Attention to details
• Availability to work Monday to Saturday in rotative shifts from 8am to 9pm (40h/week) and two days off.

We offer:

• Direct contract with Nestlé Business Services.
• Competitive salary and annual bonus according to your performance.
• Flex Benefits - you can chose what benefit is more suitable to you.
• Remote work schedule - must live in Portugal.
• Career progression and possibilities for International Career.
• Initial and continuing training.

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