Customer Service Assistant – E-Commerce
Nestle
full-time
Posted on:
Location Type: Hybrid
Location: Ribeirão Preto • Brazil
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Tech Stack
About the role
- Provide consumer/customer service for the e-commerce channel via email, chat, WhatsApp, social media, phone and other critical channels
- Ensure that instructions and standards established by the Nestlé Consumer Service team for handling consumer complaints are followed correctly, meeting agreed KPIs and response times
- Use a variety of consumer service and e-commerce tools
- Manage a high volume of contacts
- Follow set communication “scripts” when addressing different issues, using brand-specific scripts and FAQs
- Ensure accurate recording of all consumer information in the database
- Provide proper notification and escalation of critical complaints when necessary
- Build sustainable relationships and engage consumers
- Coordinate with Back Office teams and Consumer Service Supervisors at Nestlé to support operational data
Requirements
- High school diploma or currently enrolled in a degree program in Nutrition, Business Administration, Marketing, or Advertising
- Knowledge of Contact Center routines and procedures
- Experience in e-commerce is a plus
- Familiarity with Engage / Magento / SAP is a differential
- Basic English and/or Spanish preferred
Benefits
- Commitment to inclusion, diversity and equal opportunity
- Investment in Digital Transformation and innovation in products and ways of working
- Diverse and inclusive work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
e-commerceconsumer servicecontact center proceduresdatabase management
Soft Skills
customer servicecommunicationrelationship buildingproblem solvingescalation management
Certifications
high school diplomadegree in Nutritiondegree in Business Administrationdegree in Marketingdegree in Advertising