Consumer Engagement Services Advisor – French Speaker

About the role

We are looking for a French‑speaking Consumer Engagement Services Advisor to join Nestlé Business Solutions remotely from Portugal. You will help Nestlé consumers resolve questions and make the most of our products and digital services through phone, email and chat.

Key responsibilities

• Respond to consumer inquiries via phone, email and chat in a timely and accurate manner.
• Identify customer needs, guide users through product features, and recommend appropriate solutions.
• Record consumer requests and feedback in internal databases and knowledge‑base documents.
• Share feature requests and work‑arounds with relevant stakeholders.
• Inform customers about new features, campaigns and functionalities.
• Follow up to ensure issues are fully resolved and gather feedback for continuous improvement.
• Handle serious or sensitive contacts according to Nestlé’s complaint‑handling guidelines.
• Redirect queries to the appropriate department when a direct answer is not possible.

Required profile

• Native or near‑native French with fluent written and spoken English.
• Previous experience as a Customer Support Specialist or similar role.
• Strong customer‑management orientation and attention to detail.
• Ability to adapt tone of voice to different brands and communication channels.
• Familiarity with the Nestlé industry is a plus.
• Understanding of CRM processes and excellent problem‑solving skills.

Required skills

• CRM systems

What we offer

• Opportunity to develop expertise within Nestlé’s shared services business.
• Work in a culturally diverse, multinational team.
• Remote work arrangement with flexible scheduling.
• Focus on personal development and work‑life balance.