Consumer Engagement Analyst

POSITION SNAPSHOT

Location: Open slots for Meycauayan, Bulacan

Company: Nestlé Business Services AOA, Inc.

Full time, Hybrid

Bachelor’s Degree

1+ 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?

A DAY IN THE LIFE…

Monitoring Traditional (Phones, Email/Webform) and Digital (Social Media, Live Chat, Ratings and Reviews, Messaging Apps) communication channels.

• Monitoring owned social media channels and interacting with consumers using an appropriate tone of voice tailored to each platform.
• Managing immediate communication channels Phones and Live Chat to ensure prompt responses.
• Handling of incoming calls for the brands to address consumer concerns, including comments, feedback, inquiries, or complaints.
• Identifying consumer complaints and processing refunds through the Omnichannel system.
• Managing social media brand pages through asset management, promotion management and publishing contents from brands or agencies.
• Adapting and applying Consumer Engagement Framework best practices - providing empathy, learning from consumers, solving the concern with extra value when dealing with and resolving contacts.
• Recording and categorizing all consumer concerns and sentiments processed in Salesforce Engage Omni.
• Proactively addressing potential reputational risks and promptly notifying relevant Functions/Brands to mitigate issue escalation and assist in issue management.
  
  

ARE YOU A FIT?

• Proficient in English, able to communicate effectively in both written and oral form.
• With Customer Service experience handling written accounts, (experience in Voice engagement is an advantage).
• Experience in handling technical accounts is an advantage.
• Experience with telephony system (Amazon Connect, Genesys) and CRM tool (Engage Omni).
• Experience in social media management and copy writing are an advantage.
• Ability to work with large volumes of data and work on multiple channels at the same time.
• Strong critical thinking and problem-solving skills.
• Amenable to shifting schedules, depending on operational requirements.