Egypt Job Openings
Nestle Operational Services Worldwide SA
Consumer Engagement Associate
Cairo
August 22, 2024
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 …
What will make you successful…
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"
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