Nestle

Social Media Specialist, French Speaker

Nestle

full-time

Posted on:

Location Type: Remote

Location: Portugal

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About the role

  • Respond to customers’ queries mainly through written channels of communication and phone in a timely and accurate way
  • Identify customers’ needs, help them in the usage of specific features and introduce them to new functionalities & campaigns
  • Maintain a good relationship with the customer through Social Media platforms, such as Facebook, Twitter, Instagram, etc.
  • Treat serious and sensitive customer contacts ensuring the Nestlé procedures on Consumer Complaints Handling process
  • Ensure follow up with the customers to make sure their issues are resolved and gather customers’ feedback
  • Keep the internal databases updated regarding the consumers’ requests, complete a FAQ database and update the knowledge-based documents
  • Redirect consumers’ questions to appropriate stakeholders in case of impossibility in providing an answer
  • Report product malfunctions, share feature requests and effective workarounds with relevant stakeholders

Requirements

  • Advanced Spoken and Written Knowledge on French and English
  • Experience as a Customer Support Specialist or similar CS role
  • Experience in Community Management (Instagram, Facebook, etc.)
  • Customer management orientation
  • Familiarity with Nestlé industry is a plus
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Attention to details
Benefits
  • Development of expertise in Nestlé’s Shared Solutions Business
  • Immersion in a culturally diverse team
  • Local and international exposure
  • Flexible working environment
  • Engagement and wellbeing activities
  • Competitive salary and annual bonus according to your performance
  • Meal allowance card
  • Flex Benefits - at NBS you can choose what benefits are more suitable for you
  • Make part of the Nestlé Club and get discount in several partners
  • Free coffee (and good coffee) at the office
  • Shop with special discounts for employees
  • Company equipment according to professional needs
  • Medical support available at the office
  • E-learning courses and training program to get you where you aim to be
  • Career progression and possibilities for international career
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SupportCommunity ManagementCRM systemsConsumer Complaints HandlingFAQ database managementKnowledge base documentation
Soft Skills
Excellent communicationProblem-solvingMulti-taskingAttention to detailCustomer management orientation