Nestle

Consumer Engagement Analyst

Nestle

full-time

Posted on:

Location Type: Hybrid

Location: Meycauayan • Philippines

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Job Level

Junior

About the role

  • 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

Requirements

  • 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
Benefits
  • Hybrid working environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
BPO experiencetechnical account handlingdata managementproblem-solvingcritical thinking
Soft Skills
effective communicationempathyadaptabilitycustomer serviceissue management