Customer Service Customer Service

SNAPSHOT

Location: Meycauayan, Bulacan, PH

Company: Nestlé Business 

Full-time

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 …

As a Customer Service Rep, you'll be responsible for resolving incidents on communication channels, such as emails and phone calls. You will also be supporting the upselling and customer retention efforts of the brand. We strive to provide a uniformed experience for our consumers with knowledgeable reps who can problem-solve, actively listen, and appropriately communicate product knowledge, account information, resolutions, alternatives, and policies.

• Works to resolve consumer issues and questions over specific channels. 
• Manage customer communication on multiple channels, including but not limited to social response platforms, chat, phone calls and emails. 
• Ensures proper triage and/or escalations to Leads, Senior Agents and Managers to ensure timely and efficient resolution for consumers. 
• Upsell and support retention efforts, as available.
• Identify the source of the customer's issue using appropriate resources and communicate resolve in a clear and concise manner. 
• Comfortable navigating multiple tech systems and platforms. This may include customer support software, CRM systems, knowledge bases, shipping platforms and other tools necessary for providing efficient consumer care.
• Accurately complete consumer account updates, verify consumer information, and adhere to policy and procedure requirements. 
• Articulate expert level information for product and service features to consumers 
• Stay current with department updates and policies changes by reading, reviewing and active listening on all internal communication platforms.
• Meet department quality and efficiency expectations to ensure a uniformed customer experience and Brand voice- including adhering to performance metrics, service level agreements, and consumer satisfaction targets.
• Will manage subset of specialized tickets with a larger team, specialized tickets will require advanced knowledge in area and may include additional investigations, such as shipping/fulfillment, privacy questions and/or advanced product knowledge. 
• Expert level knowledge of policies and procedures 

ARE YOU A FIT?

• Bachelor's degree Graduate
• Highly analytical and self-motivated 
• Has a minimum of 3 years experience in BPO handling calls and emails for UK, Australia and Oceania Market
• With working knowledge with MS Office software and phone systems 
• Has a critical degree of accuracy regarding data entry and analysis
• Proven ability to collaborate with cross-functional teams to deliver solid business results.
• Willing to adjust shift schedule as demanded by the business

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. Want to learn more? Visit us at