IT Audit Analyst performing real - time systems implementation readiness assessments and SOX 404 compliance for Hershey’s operations. Executing security audits and providing technical support for financial assurance.
About the role
- Consumer Engagement Analyst at Nestlé handling customer inquiries through various communication channels. Working in a hybrid environment to enhance consumer experience and satisfaction.
Responsibilities
- Monitoring Traditional (Phones, Email/Webform) and Digital (Social Media, Live Chat, Ratings and Reviews, Messaging Apps) communication channels
- Handling all incoming calls for the brands to address consumer concerns, including comments, feedback, inquiries, or complaints
- Managing immediate communication channels like Phones and Live Chat to ensure prompt responses
- Monitoring owned social media channels and interacting with consumers using an appropriate tone of voice tailored to each platform
- Identifying consumer complaints and processing refunds through the Omnichannel system
- Managing consumer webshop orders, including order tracking, replacements, cancellations, and refunds
- Assisting in technical concerns for machine-related issues
- Adapting and applying Consumer Engagement Framework best practices - providing empathy, learning from consumers, solving the concern with extra value when dealing with and resolving contacts
- Recording and categorizing all consumer concerns processed in Salesforce Engage Omni
- Proactively addressing potential reputational risks and promptly notifying relevant Functions/Brands to mitigate issue escalation and assist in issue management
Requirements
- Proficient in English, able to communicate effectively in both written and oral form
- 1-2 years of BPO experience working in both Voice and Written accounts, UK account experience is an advantage
- Experience in handling technical accounts is an advantage
- Experience with telephony system (could be Amazon Connect, Genesys) and consumer services ecosystem (could be Engage Omni)
- Ability to work with large volumes of data and work on multiple channels at the same time
- Strong critical thinking and problem-solving skills
- Amenable to shifting schedules, depending on operational requirements
Benefits
- Hybrid work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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