**Consumer Engagement Service Associate** **POSITION SNAPSHOT** Location: Cairo, Egypt Company: Nestlé Egypt Full-time Hybrid Model **POSITION SUMMARY** Sustain open lines of communications with consumers, develop relationships with them, route and engage with consumers on the owned social media platforms **A DAY IN THE LIFE …** + Responds to consumers inquiries, comments, and complaints using standard scripts and FAQs via inbound and outbound calls, emails, WhatsApp, Live chat and owned social media channel + Ensures Nestlé CES Standard Instructions on Consumer Complaints Handling process is handled appropriately and in a timely manner + Utilizes various market-based tools and applications for consumer management and servicing + Provides empathetic and cutting-edge service in customer service based on Nestlé CES Standard Instructions on Consumer Complaints Handling + Resolve customer inquiries, comments, and complaints of consumers + Ensures proper encoding of all information received from consumer and other cross functional teams in the CRM Tool + Ensures quality service and consumer satisfaction according to needs and in all service channels (chat, e-mail, social networks, telephone) + Ensures proper notification and escalation of critical complaints and irate customers + Follows the changes in the messaging and the ways of working + Execute additional tasks from the Line Manager, QA Specialist, SPOC from the Brand teams and the CES Manager + Develops and maintain accurate files for the project needs + Handle customer Inquiries through Social media platforms, calls, and emails, social media + Shifts are 24/7 Support (7/8/10AM (Morning) - 3pm(Afternoon) - 11pm (overnight)) + Rotational Weekend + 2 from home and 3 days from office **What will make you successful…** + University Degree (e.g. marketing, business studies, communications, journalism, media studies, psychology). + Good communication skills both written and spoken in Arabic and English Languages + Solid understanding of how Social Media platforms work (Twitter, Facebook, LinkedIn, Instagram, YouTube etc.) + Good understanding of key functionality of social media engagement tools (Sprinklr, Engage OMNI or similar) + Ability to work with large volumes and follow different type of tone of voice (for different brands, purpose, situations) + Excel knowledge (able to organize tables, build simple charts, sorting, filtering, conditional formatting etc.) + Basic data visualization and presentation skills + Confident user of MS Word, PowerPoint + Experience working with analytical tasks (work-related or academical) a plus"