Consumer Engagement Analyst (French Speaking) job opportunity at Nestlé.

Bachelor's (B.Sc.)

Philippines

Monitoring of our telephone lines and written communication platforms, including but not limited to Email, website, Live Chat, and Social Media posts. Handling all incoming calls for the brands to address consumer concerns, whether they are comments, feedback, inquiries, or complaints. Managing written communication channels such as Live Chat and Email to ensure prompt responses. Adapting and applying the Nestle Consumer Engagement Blueprint in handling calls - providing empathy, learning from consumer, solving the concern with extra value __ Recording and categorizing all consumer concerns processed in Salesforce Engage Omni. Proactively addressing potential reputational risks and promptly notifying the relevant Functions/Brands to mitigate issue escalation and assist in issue management. 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. #Jobs #Hire