Consumer Engagement Analyst

Job Description

SNAPSHOT Location: Meycauayan, Bulacan, PHCompany: Nestlé BusinessFull-timeBachelor’s Degree1+ year of experience POSITION SUMMARY Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our Team in Nestlé Business Services is in charge of delivering world-class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline, and excellence. Are you ready to join us? As a Customer Service Rep, you’ll be responsible for resolving incidents on communication channels, such as emails and phone calls. You will also be supporting the upselling and customer retention efforts of the brand. We strive to provide a uniform experience for our consumers with knowledgeable reps who can problem-solve, actively listen, and appropriately communicate product knowledge, account information, resolutions, alternatives, and policies. Works to resolve consumer issues and questions over specific channels. Manage customer communication on multiple channels, including but not limited to social response platforms, chat, phone calls, and emails. Ensures proper triage and/or escalations to Leads, Senior Agents, and Managers to ensure timely and efficient resolution for consumers. Upsell and support retention efforts, as available. Identify the source of the customer's issue using appropriate resources and communicate resolve in a clear and concise manner. Comfortable navigating multiple tech systems and platforms. This may include customer support software, CRM systems, knowledge bases, shipping platforms, and other tools necessary for providing efficient consumer care. Accurately complete consumer account updates, verify consumer information, and adhere to policy and procedure requirements. Articulate expert-level information for product and service features to consumers. Stay current with department updates and policies changes by reading, reviewing, and active listening on all internal communication platforms. Meet department quality and efficiency expectations to ensure a uniform customer experience and Brand voice, including adhering to performance metrics, service level agreements, and consumer satisfaction targets. Will manage a subset of specialized tickets with a larger team; specialized tickets will require advanced knowledge in the area and may include additional investigations, such as shipping/fulfillment, privacy questions, and/or advanced product knowledge. Expert-level knowledge of policies and procedures. ARE YOU A FIT? Highly analytical and self-motivated. Has a minimum of 3 years experience in BPO handling calls and emails for the UK, Australia, and Oceania Market. With working knowledge of MS Office software and phone systems. Has a critical degree of accuracy regarding data entry and analysis. Proven ability to collaborate with cross-functional teams to deliver solid business results. Willing to adjust shift schedule as demanded by the business. #J-18808-Ljbffr