Full-Time Team Advisor

Position Snapshot

• Location: Braga/Lisbon (Portugal)
• Company: Nestlé Business Services (NBS)
• Employment: Full-time/100% remote
• Language: Fluent in French and English

About us

Nestlé Business Services (NBS) is looking for talents who are eager to learn, team players, digitally-savvy, with an entrepreneurial mindset.

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 employees 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• Support in flagging outdated or incorrect information in local CES tools and utilize the functionalities in the tools
• 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

• 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

What is the last date for applying to the job?

Which countries are accepted for this remote job?