consumer engagement Analyst- fixed termNestlé

POSITION SNAPSHOTLocation: Open slots for Meycauayan, BulacanCompany: Nestlé Business Services AOA, Inc.Fixed Term, HybridBachelor's Degree1+ year of experiencePOSITION SUMMARYJoining 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 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
ARE YOU A FIT?
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
POSITION SNAPSHOTLocation: Open slots for Meycauayan, BulacanCompany: Nestlé Business Services AOA, Inc.Fixed Term, HybridBachelor's Degree1+ year of experiencePOSITION SUMMARYJoining 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 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
ARE YOU A FIT?
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
Meycauayan, PH, 3020Meycauayan, PH, 3020
Nestlé

Meycauayan City, Bulacan
Contract
Full-time