CES Social Media Specialist - French Speaker

Position Snapshot Location: Remote (Portugal) Company: Nestlé Business Solutions (NBS) 100% remote: 5 days a week - Monday to Saturday - Rotative shifts (8h-17h or 12h-21h) Languages: Fluent in English and French About us Nestlé Business Solutions (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 Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position. A day in the life of... Respond to customers’ queries mainly through written channels of communication and phone in a timely and accurate way Identify customers’ needs, help them in the usage of specific features and introduce them to new functionalities & campaigns Maintain a good relationship with the customer through Social Media platforms, such as Facebook, Twitter, Instagram, 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 Advanced Spoken and Written Knowledge on French and English Experience as a Customer Support Specialist or similar CS role Experience in Community Management (Instagram, Facebook, etc.) 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 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 Solutions 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 E-learning courses and training program to get you where you aim to be Career progression and possibilities for international career Position Snapshot Location: Remote (Portugal) Company: Nestlé Business Solutions (NBS) 100% remote: 5 days a week - Monday to Saturday - Rotative shifts (8h-17h or 12h-21h) Languages: Fluent in English and French About us Nestlé Business Solutions (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 Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position. A day in the life of... Respond to customers’ queries mainly through written channels of communication and phone in a timely and accurate way Identify customers’ needs, help them in the usage of specific features and introduce them to new functionalities & campaigns Maintain a good relationship with the customer through Social Media platforms, such as Facebook, Twitter, Instagram, 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 Advanced Spoken and Written Knowledge on French and English Experience as a Customer Support Specialist or similar CS role Experience in Community Management (Instagram, Facebook, etc.) 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 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 Solutions 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 E-learning courses and training program to get you where you aim to be Career progression and possibilities for international career