Consumer Engagement Analyst

2 weeks ago

Philippines Nestlé Business Services AOA Full time

POSITION SNAPSHOT

Location: Open slots for Meycauayan, Bulacan

Company: Nestlé Business Services AOA, Inc.

Fixed Term, Hybrid

Bachelor's Degree

1+ year of experience

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.  

Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A DAY IN THE LIFE…

Monitoring Traditional (Phones, Email/Webform) and Digital (Social Media, Live Chat, Ratings and Reviews, Messaging Apps) communication channels.

  • Handling all incoming calls for the brands to address consumer concerns, including comments, feedback, inquiries, or complaints
  • Managing immediate communication channels like Phones and Live Chat to ensure prompt responses
  • Monitoring owned social media channels and interacting with consumers using an appropriate tone of voice tailored to each platform
  • Identifying consumer complaints and processing refunds through the Omnichannel system
  • Managing consumer webshop orders, including order tracking, replacements, cancellations, and refunds
  • Assisting in technical concerns for machine-related issues
  • Adapting and applying Consumer Engagement Framework best practices - providing empathy, learning from consumers, solving the concern with extra value when dealing with and resolving contacts
  • Recording and categorizing all consumer concerns processed in Salesforce Engage Omni
  • Proactively addressing potential reputational risks and promptly notifying relevant Functions/Brands to mitigate issue escalation and assist in issue management

 ARE YOU A FIT?

  • Proficient in English, able to communicate effectively in both written and oral form
  • 1-2 years of BPO experience working in both Voice and Written accounts, UK account experience is an advantage
  • Experience in handling technical accounts is an advantage
  • Experience with telephony system (could be Amazon Connect, Genesys) and consumer services ecosystem (could be Engage Omni)
  • Ability to work with large volumes of data and work on multiple channels at the same time
  • Strong critical thinking and problem-solving skills
  • Amenable to shifting schedules, depending on operational requirements

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