Consumer Engagement Associate

Responsibilities:

• 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.
• Executes additional tasks from the Line Manager, SPOC from the Brand teams and the CES Manager.