Social Media Specialist – French Speaker

About the role

As a Social Media Specialist you will be the first point of contact for Nestlé consumers, handling inquiries through written channels, phone and social platforms. You will guide users on product features, promote new campaigns and ensure a positive brand experience.

Key responsibilities

• Respond promptly to customer queries via email, chat, phone and social media (Facebook, Twitter, Instagram).
• Identify customer needs, assist with feature usage and introduce new functionalities.
• Maintain ongoing relationships with consumers through social channels.
• Handle serious or sensitive complaints following Nestlé’s Consumer Complaints Handling procedures.
• Follow up to confirm issue resolution and collect feedback.
• Update internal databases, maintain FAQ and knowledge‑base documents.
• Escalate or redirect inquiries to appropriate stakeholders when necessary.
• Report product malfunctions, feature requests and workarounds to relevant teams.

Required profile

• Advanced spoken and written French and English.
• Previous experience as a Customer Support Specialist or similar role.
• Experience in community management on platforms such as Instagram and Facebook.
• Customer‑focused mindset with strong communication and problem‑solving abilities.
• Familiarity with Nestlé’s industry is a plus.
• Understanding of how CRM systems operate.
• Attention to detail and ability to multitask in a fast‑paced environment.

Required skills

• CRM systems
• Facebook
• Twitter
• Instagram

What we offer

• Opportunity to develop expertise within Nestlé’s Shared Solutions Business.
• Work in a culturally diverse, international team.
• Flexible remote working environment.
• Competitive salary with performance‑based annual bonus.
• Meal allowance card and flexible benefits.