Customer Services Supervisor - Remote

Overview

This position assists in the day-to-day operations and planning of the Customer Services department under the general supervision of the Consumer Engagement Supervisor.

In Short

• Oversee day-to-day procedures of the department
• Supports and mentors CES Advisors in their daily routines
• Monitors occupancy of the CES Advisors
• Real time screening of incoming contacts to identify priority situations
• Identifies system and workflow improvements to enhance the team's efficiency
• Supporting new employees to maintain a good quality of service
• Support in flagging outdated or incorrect information in local CES tools
• Work closely and proactively with CES Specialist in the Market
• Manage added value/outbound contacts, escalations and complex/sensitive contacts
• Perform other tasks and duties as assigned by CES Supervisor

Requirements

• Experience using help desk software and remote support tools
• Knowledge of CRM systems
• Previous knowledge on Consumer Handling (1-year experience)
• Social Media /Community Management expertise
• Experience in managing issues and crisis
• Excellent communication skills in required native language
• Excellent consumer focus & consumer service ethos
• Innate passion for brand reputation building
• Ability to learn quickly and retain information
• Ability to work in Matrix organization and high level of stakeholder service orientation

Benefits

• Development of expertise in Nestlé’s Shared Services Business
• Immersion in a culturally diverse team
• Local and international exposure
• Flexible working environment
• Engagement and wellbeing activities
• Competitive salary and annual bonus according to your performance
• Meal allowance card
• Flex Benefits - at NBS you can choose what benefits are more suitable for you
• Make part of the Nestlé Club and get discounts in several partners
• Free coffee at the office
• Shop with special discounts for employees
• Company equipment according to professional needs
• Medical support available at the office
• E-learning courses and training program to get you where you aim to be
• Career progression and possibilities for international career