Consumer Engagement 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, Whats App, 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
• 22 – 30 calls and calls would take 5mins
• 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, Linked In, Instagram, You Tube 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, Power Point
• Experience working with analytical tasks (work-related or academical) a plus"

We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.