Consumer Engagement Service Associate

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”