Consumer Engagement Associate - Rotational Shift

Job description / Role

Position Snapshot

Location: Cairo, Egypt
Company: Nestlé Business Services
Full-time

Pharmaceutical Background

Position Summary

Joining Nestlé 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 of...

- Ensures Nestlé 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 Nestlé 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.

Requirements

What will make you successful

- 1-2 years of experience.
- Detail-oriented.
- Strong interpersonal skills, team-oriented attitude.
- Strong verbal and written communication skills.
- Time Management skills.
- Interest in digital and social media industry, current online trends and marketing tactics
- Fluent English is a must.

Benefits

We are Nestlé, 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.

About the Company

Nestle with headquarters in Vevey, Switzerland was founded in 1866 by Henri Nestle and is today the world's biggest food and beverage company. Sales for 2006 were CHF 98.5 bn, with a net profit of CHF 9 bn. We employ around 265,000 people and have factories or operations in almost every country in the world.

The Company's strategy is guided by several fundamental principles. Nestle's existing products grow through innovation and renovation while maintaining a balance in geographic activities and product lines. Long-term potential is never sacrificed for short-term performance. The Company's priority is to bring the best and most relevant products to people, wherever they are, whatever their needs, throughout their lives.