📌 Core Information
🔹 Job Title: Consumer Engagement Services Advisor | Social Media - French Speaker
🔹 Company: Nestlé Business Services (NBS)
🔹 Location: Linda-a-Velha, Portugal
🔹 Job Type: Full-time, Remote
🔹 Category: Consumer Engagement, Customer Support
🔹 Date Posted: May 26, 2025
🔹 Experience Level: Entry-level (0-2 years)
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Assisting Nestlé consumers with product and service queries via written channels and phone
- Providing solutions, guiding users through features and functionalities, and introducing new campaigns
- Maintaining customer relationships through social media platforms
- Handling serious and sensitive customer contacts following Nestlé procedures
- Updating internal databases, knowledge-based documents, and reporting product malfunctions
ASSUMPTION: This role requires strong communication skills, multitasking abilities, and attention to detail. Previous experience in customer support or community management is preferred.
📋 Key Responsibilities
✅ Respond to customers' queries through written channels and phone in a timely and accurate manner
✅ Identify customers' needs, help them use specific features, and introduce them to new functionalities and campaigns
✅ Maintain customer relationships through social media platforms
✅ Treat serious and sensitive customer contacts following Nestlé's Consumer Complaints Handling process
✅ Ensure follow-up with customers to resolve their issues and gather feedback
✅ Keep internal databases updated regarding consumers' requests and complete a FAQ database
✅ Redirect consumers' questions to appropriate stakeholders when unable to provide an answer
✅ Report product malfunctions, share feature requests, and effective workarounds with relevant stakeholders
ASSUMPTION: This role requires strong problem-solving skills and the ability to work in a fast-paced, dynamic environment.
🎯 Required Qualifications
Education: High school diploma or equivalent
Experience: Entry-level (0-2 years) in customer support or a related field
Required Skills:
- Advanced spoken and written knowledge of English and French
- Experience as a customer support specialist or similar CS role
- Experience in community management (Instagram, Facebook, etc.)
- Customer management orientation
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Attention to detail
Preferred Skills:
- Familiarity with Nestlé industry
ASSUMPTION: While a degree is not explicitly required, having a relevant education or certification in customer service, marketing, or a related field could be beneficial.
💰 Compensation & Benefits
Salary Range: €18,000 - €22,000 per year (based on industry standards for entry-level customer support roles in Portugal)
Benefits:
- Competitive salary and annual bonus according to performance
- Meal card
- Flex benefits - choose what benefit is most suitable
- Discounts through the Nestlé Club
- Company laptop and other equipment according to professional needs
- Medical support available at the office
- E-learning courses and training programs
- Career progression and possibilities for international career
Working Hours: 40 hours per week, with 8-hour rotative shifts between 8:00 am and 9:00 pm from Monday to Saturday
ASSUMPTION: The salary range provided is an estimate based on industry standards and may vary depending on the candidate's experience and performance.
📌 Applicant Insights
🔍 Company Context
Industry: Food and Beverage Services
Company Size: 10,001+ employees (global), 191,510 employees (LinkedIn)
Founded: 1866 (as Anglo-Swiss Condensed Milk Company), 1867 (Henri Nestlé launched Farine lactée)
Company Description:
- World's largest food and beverage company
- Driven by a simple aim: unlocking the power of food to enhance quality of life for everyone, today and for generations to come
- Serves with passion and a spirit of excellence, offering products and services for all stages of life, every moment of the day
- Headquarters in Vevey, Switzerland, with operations in almost every country in the world
Company Specialties:
- Coffee and beverages
- Dairy
- Confectionary
- Culinary and frozen food
- Ice Cream
- Infant nutrition
- Healthcare nutrition
- Out of home F&B solutions
- Petcare
Company Website: http://www.nestle.com
ASSUMPTION: Nestlé is a well-established, multinational corporation with a strong global presence and a diverse range of products and services.
📊 Role Analysis
Career Level: Entry-level (0-2 years)
Reporting Structure: Reports directly to the team leader or supervisor within the Consumer Engagement Services department
Work Arrangement: Full-time, remote (with the possibility of on-site work in the future)
Growth Opportunities:
- Career progression and possibilities for international career within Nestlé
- Development of expertise in Nestlé's Shared Services Business
- Immersion in a culturally diverse team
- Local and international exposure
ASSUMPTION: This role offers growth opportunities within the company, allowing employees to develop their skills and advance their careers.
🌍 Location & Work Environment
Office Type: Hybrid (remote with the possibility of on-site work in the future)
Office Location(s): Linda-a-Velha, Portugal
Geographic Context:
- Linda-a-Velha is a municipality in the Greater Lisbon area, Portugal
- It is well-connected by public transportation, with easy access to Lisbon's city center
- The area offers a mix of urban and suburban living, with a variety of amenities and services
Work Schedule: 40 hours per week, with 8-hour rotative shifts between 8:00 am and 9:00 pm from Monday to Saturday
ASSUMPTION: The work environment is flexible, with a mix of remote and on-site work, allowing employees to balance their personal and professional lives.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-depth interview with the hiring manager or team leader
- Background check and onboarding
Key Assessment Areas:
- Communication skills (written and verbal)
- Problem-solving skills
- Customer management orientation
- Attention to detail
- Cultural fit with Nestlé's values and work environment
Application Tips:
- Tailor your resume and cover letter to highlight relevant skills and experiences for this role
- Prepare examples of how you've handled challenging customer situations in the past
- Research Nestlé's products, services, and company culture to demonstrate your enthusiasm and understanding
- Practice common customer service scenarios and prepare thoughtful questions to ask during the interview
ATS Keywords: Customer Support, Community Management, Social Media, French, English, Nestlé, Consumer Engagement, Problem-Solving, Multi-Tasking, Attention to Detail
ASSUMPTION: The application process may vary depending on the specific hiring manager or team's preferences, but the general steps outlined above are common for entry-level customer support roles.
🛠️ Tools & Technologies
- CRM systems (e.g., Salesforce, Zendesk)
- Social media platforms (e.g., Facebook, Twitter, Instagram)
- Customer support software (e.g., Zendesk, Freshdesk)
- Communication and collaboration tools (e.g., Microsoft Teams, Slack)
ASSUMPTION: The specific tools and technologies used may vary depending on the team or department, but the list above covers common tools for customer support and engagement roles.
👔 Cultural Fit Considerations
Company Values:
- Respect for ourselves
- Respect for others
- Respect for diversity
- Respect for the future
Work Style:
- Customer-focused
- Collaborative
- Innovative
- Agile
Self-Assessment Questions:
- How do you handle challenging customer situations, and can you provide an example?
- How do you balance multiple tasks and prioritize your workload?
- How do you maintain a positive attitude and provide excellent customer service even when facing difficulties?
ASSUMPTION: Nestlé values diversity, inclusion, and respect, fostering a collaborative and innovative work environment.
⚠️ Potential Challenges
- Handling a high volume of customer queries and maintaining productivity
- Working with customers from various cultural backgrounds and languages
- Adapting to changes in processes, tools, or work arrangements
- Balancing work-life demands, especially during peak seasons or high-volume periods
ASSUMPTION: These challenges are common in entry-level customer support roles and can be overcome with strong communication skills, adaptability, and a customer-focused mindset.
📈 Similar Roles Comparison
- Consumer Engagement Services Advisor (Social Media - French Speaker) vs. Customer Support Specialist (French Speaker):
- Both roles involve assisting customers and handling their queries
- The Consumer Engagement Services Advisor role focuses more on social media platforms and community management
- The Customer Support Specialist role may cover a broader range of communication channels and products
- Industry-specific context: Nestlé vs. Other F&B Companies
- Nestlé is a well-established, multinational corporation with a diverse range of products and services
- Other F&B companies may have a more focused product portfolio or operate on a smaller scale
- Nestlé's size and global presence may offer more career growth opportunities and international exposure
- Career path comparison: Customer Support to Management or Specialization
- Entry-level customer support roles can lead to career progression in management, specialized roles, or other areas within the company
- Gaining experience in customer support can help develop strong communication, problem-solving, and leadership skills
- Career paths may vary depending on the individual's interests, skills, and the company's opportunities
ASSUMPTION: Understanding the differences between similar roles, industry-specific context, and career path comparison can help applicants make informed decisions about their career choices.
📝 Sample Projects
- Developing and implementing a social media campaign to promote a new Nestlé product
- Creating and maintaining a FAQ database to improve customer self-service and reduce support tickets
- Analyzing customer feedback and identifying trends to inform product improvements or new features
ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives that a Consumer Engagement Services Advisor (Social Media - French Speaker) might undertake.
❓ Key Questions to Ask During Interview
- What are the most common customer inquiries and challenges in this role?
- How does the team handle and prioritize workload during peak seasons or high-volume periods?
- What opportunities are there for professional development and career growth within the company?
- How does the team collaborate and support each other to ensure excellent customer service?
- What are the most important qualities and skills for success in this role, according to the hiring manager or team leader?
ASSUMPTION: Asking thoughtful questions during the interview demonstrates your interest in the role and allows you to better understand the work environment and expectations.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight relevant skills and experiences for this role
- Prepare examples of how you've handled challenging customer situations in the past
- Research Nestlé's products, services, and company culture to demonstrate your enthusiasm and understanding
- Practice common customer service scenarios and prepare thoughtful questions to ask during the interview
- Follow up with the hiring manager or team leader within one week after your interview, expressing your interest in the role and addressing any concerns or questions
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
