Consumer Engagement Services Specialist

Are you ready to join a multinational company and a dynamic team for great achievements? Do you like unique challenges and experiences?

Do you want to use professional competencies and skills? We offer an attractive and dynamic international working environment with constant opportunities for development, reflecting our conviction that people are our most important asset.

Nestlé Ukraine, worldwide leader in Food and Beverage industry, successfully working and developing in Ukraine, is announcing an opening of Consumer Engagement Services Specialist position in Kyiv, as part of a young & enthusiastic multi-cultural team who is building bonds with consumers in 11 countries.

Main Responsibilities:

• Give guidance and coaching to our IBS team (Integrated Business Services) in handling consumers’ inquiries across all contact channels: e-mail, social media, contactUs, Infoline, live chat, ratings&reviews. Ensure that consumers’ questions, comments, concerns are answered in a timely manner. Handle escalations directly.
• Work closely with other functions to ensure that the right tone of voice of the brands is delivered while communicating with consumers.
• Alert and collaborate with internal teams (e.g. Marketing, Quality, Corporate Communications) on potential issues, crisis, errors
• Generate actionable insights in the form of reports and dashboards, based on engagement with consumers. Identify trends and find new ideas and opportunities to enhance the consumer experience.
• Ensure adherence to KPIs (e.g. Consumer Satisfaction, Net Promoter Score, Net Easy Score, Speed of Response…)
• Leverage technology and tools (e.g. Salesforce Engage, Amazon Connect, Sprinklr) to achieve highest efficiency in managing consumer contacts
  
  

Main Requirements:

• Strong Communication skills
• Fluent English written and spoken
• Customer/consumer oriented
• Experience in customer-facing services such as contact center, consumer services management and optimization, preferably in FMCG or retail.
• Understanding of technologies and digital channels such as CRM and social media
• Analytical skill – be able to analyze consumer data and feedback, identify trends, patterns, and areas for improvement to enhance the consumer experience
• Able to handle diverse portfolio of brands and stakeholders
  
  

Nestle Ukraine is an equal opportunity employer. We offer all qualified employees and applicants identical chances.