Consumer Engagement Analyst

5 days ago

Meycauayan, Central Luzon, Philippines Nestlé USA Full time $40,000 - $60,000 per year

SNAPSHOT

Location: Open slots for Meycauayan, Bulacan

Company: Nestlé Business Services AOA, Inc.

Full-time, Hybrid

2+ 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 of our telephone lines and written communication platforms, including but not limited to Email, website, Live Chat, and Social Media posts.

  • Handling all incoming calls for the brands to address consumer concerns, whether they are comments, feedback, inquiries, or complaints.
  • Managing written communication channels such as Live Chat and Email to ensure prompt responses.
  • Adapting and applying the Nestle Consumer Engagement Blueprint in handling calls - providing empathy, learning from consumer, solving the concern with extra value
  • Recording and categorizing all consumer concerns processed in Salesforce Engage Omni.
  • Proactively addressing potential reputational risks and promptly notifying the relevant Functions/Brands to mitigate issue escalation and assist in issue management.
  • 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.

ARE YOU A FIT?

  • Proficient in both English and French, able to communicate effectively in both languages, in both written and oral form.
  • 2-3 years of BPO experience working in both Voice and Written Accounts
  • Specific hands-on experience with Amazon Connect and Salesforce 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.

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