Contact Center Associate
Job Description
Nestlé Business Services is looking for extraordinary people to join our world-class team.
In Paraguay we are two Nestlé units:
Nestlé Paraguay is the unit in charge of importing and distributing of all our 1# brands and they have been in the market for 23 years.
On the other hand, we are Nestlé Business Services Asunción, the Nestlé service center. We’ve been in the market since 2018. We provide Backoffice services as Supply Chain, Financial, HR, and Digital & Social Media to all Nestlé in LATAM from México down the map. Our clients are our colleagues.
We are a multicultural and diverse team of professionals. We are passionate about driving continuous improvement of processes with colleagues across the world. We care about delivering high quality services to support business agility and digital innovation.
If this describes you, and you are looking to join a business where you can really add value, it’s time to consider joining Nestlé Business Services!
Position Summary
The associate is responsible for managing consumer complaints/queries/requests for Nestlé products. They analyze issues and propose operational solutions, providing active feedback for case follow-up. Their main objective is to ensure service quality and consumer satisfaction across all channels of communication (chat, email, social media, phone). The associate actively participates in training sessions to enhance their knowledge of products and customer service processes.
A day in the life of…
- Daily perform the operational activities of the area to meet the expect deadlines/kpi
- Analyse the issues and propose operational solutions
- Resolve requests in the first contact
- Ensure quality service and consumer satisfaction according to needs and in all service channels (chat, e-mail, social networks, telephone)
- Active feedback to inform about the analysis response of factory formulated products and more critical or delicate cases
What Will Make You Successful
- Intermediate English (not exclusive)
- Microsoft Office package
- Knowledge of contact center routines and procedures.
- Experience working in customer service teams with KPIs (NPS, AHT, Call Quality).
- Experience in supporting issue/crisis management.
- Communication and negotiation skills. Sense of urgency
- Graduated (or ongoing) in Communication, Administration, Marketing, Nutrition or related areas