CES Advisor Social Media - German Speaker

Position Snapshot Company:Nestlé Business Services (NBS)Full-time/RemoteFluent in GermanSchedule: 11:00 am to 08:00 pm, Monday to FridayAbout UsNestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world. We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment. If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS! At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position. Position SummaryA Consumer Engagement Services Advisor for Social Media Channels will assist Nestlé consumers with questions and doubts when using our products and services. Resolve possible customer queries, recommend solutions and guiding product users through features and functionalities as per standard procedure.A Day in the life of... Respond to customers’ queries mainly through written channels of communication but also phone, including a sensitive triage phone line from 6pm to 9pm when working that shift.Answer all comments under Nestlé brands post on social media, respecting the guidelines defined by the brand and using impeccable spelling, grammar punctuation and orthography.  Identify customers’ needs, help them in the usage of specific features and introduce them to new functionalities & campaigns Fosters a sense of community and engagement , while maintain a good relationship with the customer through Social Media platforms, such as Facebook, X, Instagram, Tik Tok,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   What Will Make You SuccessfulFluency in native German with excellent written and verbal communication skills – Mandatory Familiarity with regional vocabulary trends and expressions is very important Good level of English is a plusExperience as a Customer Support Specialist or similar CS role Proven experience in community management and/or customer engagement on platforms such as Facebook, Instagram, X, YouTube, and LinkedIn Familiarity with Nestlé industry is a plus Understanding of how CRM systems work Strong interpersonal skills and a collaborative mindset, with a service-oriented approach Comfortable working independently, with a high level of initiative and accountability Attention to details  What We Offer Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:  Development of expertise in Nestlé’s Shared Services 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 (in Lisbon)  E-learning courses and training program to get you where you aim to be  Career progression and possibilities for international career