Consumer Engagement Services Specialist

Job description

Nestlé
Nestlé is the world's largest food and Beverage Company with 480 factories and investing the most in food R&D: EUR 1.5 billion. It is present in 189 countries around the world and its 328,000 employees are committed to Nestlé's purpose of enhancing quality of life and contributing to a healthier future. Nestlé offers a wide portfolio of products and services for people and their pets throughout their lives. With more than 2,000 brands Nestlé has a strong product portfolio range from popular brands and global icons like Nescafé, Nespresso, Purina Petfood, Nestlé Babyfood and Kit Kat to local favorites like Nesquik. Company performance driven by Nutrition, Health and Wellness strategy. Nestlé is based in the Swiss town of Vevey where it was founded more than 150 years ago.

We are actively looking for a new Consumer Engagement Services Specialist in Anderlecht, Belgium.

Are you a punctual, service and consumer-oriented individual and are you fluent in both written and verbally Dutch, French and English? Do you have the natural ability to actively listen and convey clear messages with warmth and empathy? Do you have a result-focused mentality, self-reliance and plenty of personal drive? Do you have an intellectual curiosity to continuously find solutions then this might be the right job for you!

Your function
You will be a part of a successful, diverse and exciting Marketing and Communication team; reporting to the Consumer Engagement Service Manager.
You are responsible for the overall customer service, covering multiple contact points from traditional touchpoints to new digital and social platforms. Directly translating the consumer needs in to actions while continuously helping the business to proactive gain clear and relevant consumer insight. Reporting Consumer feedback and giving full follow-up on product complaints.

You regularly collaborate with other sub teams within the Marketing department, work close together with other support teams within the company and keep close contact with all the different brands. In our fast moving environment, we have many new projects and promotions that we have to implement. As CES you evaluate and anticipate the possible impacts of these projects on your daily business.

Your main activities are the following:
· Be the voice of Nestlé speaking to consumers. Driving consumers' loyalty and advocacy through continuous rewarding experience. Listen and engage with consumers via Contact Us forms, e-mail, phone, live chat, social media, surveys and new tools.
Act as prime contact point for consumers who have complaints, questions, enquiries or views on Nestlé, our products and the Nescafé Dolce Gusto web shop.
Ensure optimal consumer satisfaction by timely, effective and accurately follow-up of consumer reaction across all contact channels.
· Be the voice of the consumer speaking back to Nestlé . Register contacts into the Contact Management System (Sales force); providing clear insights, through data analysis and efficient reporting, to trigger further actions.
Be the representative of the consumer towards our internal stakeholders. This includes the creation of insights reports
Ensure 3rd party efficiency by using all consumer insight, close and proactive collaboration with all internal stockholders.
· Be an involved brand ambassador ; protect, defend and promote the Nestlé brands' and corporate reputation to drive consumer loyalty and sense room for improvement. By maintaining in-depth knowledge about all Nestlé products in the market and be the owner/specialist/SPOC of a product category towards the rest of the team. Maintain good knowledge about Nestlé's position on a variety of topics.
· Play an active role in process and consumer service improvement projects .

Your profile
You are a born listener and a faultless communicator in Dutch, French and English. The customer is in the center of all your actions. You also have the needed analytical skills to analyze the different brand activities and to propose process improvements where needed.
This is a diverse, interesting and challenging role. We shall only consider candidates with a keen customer focus, perfect written and verbal communication skills with affinity for numbers and with good reasoning skills. Candidates should furthermore possess the following qualifications and experiences:
· Bachelor's degree (e.g. business/sales administration, translator, marketing or communication) or equivalent through experience, and a few years of customer service experience
· 1-2 years of experience in community management, social listening or social conversation management is a big plus.
· Strong knowledge of MS Office (especially Excel) is important and a good knowledge of Power-BI or salesforce is an advantage
· 1-2 years of experience in a commercial or retail environment is a strong plus
· Strong negotiation skills, solution-oriented, resistant to pressure and high problem-solving ability's.

Our promise
We offer you an exciting and multidimensional function with genuine responsibility in a international company that was founded more than 150 years ago. A dynamic working environment where team spirit, initiative and commitment are rewarded.
We guarantee you'll never get bored at Nestlé. Our people enjoy a fast-paced environment and embrace challenges as opportunities to grow. Through self-motivation, determination, and enthusiasm you'll have a chance to directly influence your own career and development. We work as a dynamic team of motivated professionals who strive to excel. Moreover, our people believe in respectful collaborating, sharing ideas and having fun together every day. We share the passion to succeed and commitment to enhance people's lives.

Are you curious?
For further information about our company, check website www.nestlé.com and Apply!