Consumer Engagement Associate

4 days ago


القاهرة, Egypt Nestle Operational Services Worldwide SA Full time

**Consumer Engagement Associate** **POSITION SNAPSHOT** Location: Cairo, Egypt Company: Nestlé Egypt Full-time Hybrid Model *** 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 ** - Ensures Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner - 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 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 - 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, LinkedIn, Instagram, YouTube 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, PowerPoint - Experience working with analytical tasks (work-related or academical) a plus"



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