CES Advisor – Catalan Speaker
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Job Description
CES Advisor supporting Nestlé consumers through phone, written channels, and social media. Handling requests, feedback, complaints, and product-feature guidance in Catalan and English.
Responsibilities:
- Respond to customer queries via phone and written channels, including social media
- Identify customer needs and help customers use specific features
- Encode internal databases with information about consumers’ requests
- Share feature requests and effective workarounds with relevant stakeholders
- Inform customers about new features, functionalities and campaigns
- Follow up with customers to ensure issues are resolved
- Gather consumer feedback and complete FAQ and knowledge-base documents
- Handle serious and sensitive consumer contacts according to specific guidelines
- Ensure Nestlé CES Standard Instructions on Consumer Complaints Handling are followed appropriately and timely
- Redirect consumer questions to appropriate stakeholders when unable to provide an answer
Requirements:
- Native/near-native Catalan and fluent English
- Fluent spoken and written knowledge in Catalan and English
- Ability to adapt tone of voice to different brands and written channels
- Previous experience as a Customer Support Specialist or similar CS role is a plus, but not mandatory
- Customer management orientation
- Familiarity with the Nestlé industry is a plus
- Understanding of how CRM systems work is a plus
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Attention to detail
- Availability Monday to Friday, 8am to 7pm on rotating shifts
Benefits:
- 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
- Nestlé Club membership and discounts with several partners
- Free coffee at the office
- Special employee shopping discounts
- Company equipment according to professional needs
- Medical support available at the office
- E-learning courses and training program
- Career progression and possibilities for international career
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