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Nestle Consumer Engagement Service Associate in Cairo, Egypt

Consumer Engagement Service Associate

POSITION SNAPSHOT

Location: Cairo, Egypt

Company: Nestlé Egypt

Full-time

Hybrid Model

POSITION SUMMARY

Sustain open lines of communications with consumers, develop relationships with them, route and engage with consumers on the owned social media platforms

A DAY IN THE LIFE …

  • Responds to consumers inquiries, comments, and complaints using standard scripts and FAQs via inbound and outbound calls, emails, WhatsApp, Live chat and owned social media channel

  • Ensures Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner

  • Utilizes various market-based tools and applications for consumer management and servicing

  • Provides empathetic and cutting-edge service in customer service based on Nestlé CES Standard Instructions on Consumer Complaints Handling

  • Resolve customer inquiries, comments, and complaints of consumers

  • Ensures proper encoding of all information received from consumer and other cross functional teams in the CRM Tool

  • Ensures quality service and consumer satisfaction according to needs and in all service channels (chat, e-mail, social networks, telephone)

  • Ensures proper notification and escalation of critical complaints and irate customers

  • Follows the changes in the messaging and the ways of working

  • Execute additional tasks from the Line Manager, QA Specialist, SPOC from the Brand teams and the CES Manager

  • Develops and maintain accurate files for the project needs

  • Handle customer Inquiries through Social media platforms, calls, and emails, social media

  • Shifts are 24/7 Support (7/8/10AM (Morning) - 3pm(Afternoon) - 11pm (overnight))

  • Rotational Weekend

  • 2 from home and 3 days from office

What will make you successful…

  • University Degree (e.g. marketing, business studies, communications, journalism, media studies, psychology).

  • Good communication skills both written and spoken in Arabic and English Languages

  • Solid understanding of how Social Media platforms work (Twitter, Facebook, LinkedIn, Instagram, YouTube etc.)

  • Good understanding of key functionality of social media engagement tools (Sprinklr, Engage OMNI or similar)

  • Ability to work with large volumes and follow different type of tone of voice (for different brands, purpose, situations)

  • Excel knowledge (able to organize tables, build simple charts, sorting, filtering, conditional formatting etc.)

  • Basic data visualization and presentation skills

  • Confident user of MS Word, PowerPoint

  • Experience working with analytical tasks (work-related or academical) a plus"

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