Consumer Engagement Associate

About the role

Nestlé is hiring a Consumer Engagement Associate in Cairo, Egypt. You will handle consumer inquiries, comments and complaints through inbound and outbound calls, email, WhatsApp, live chat and owned social media channels, following Nestlé's standard complaint-handling instructions.

Key responsibilities

• Respond to consumer inquiries, comments and complaints using standard scripts and FAQs across call, email, WhatsApp, live chat and social media.
• Ensure complaints are handled according to Nestlé's standard instructions on consumer complaints handling, in a timely and empathetic way.
• Use market-based tools and applications for consumer management and servicing.
• Encode all information received from consumers and cross-functional teams in the CRM tool.
• Notify and escalate critical complaints and irate customers.
• Follow changes in messaging and ways of working, and carry out additional tasks assigned by the line manager, brand team SPOCs and the CES manager.

Required profile

• Bachelor's degree in marketing, business studies, communications, journalism, media studies or psychology.
• Strong interpersonal skills and a team-oriented attitude.
• Interest in digital and social media, current online trends and marketing tactics.
• Attention to detail and ability to learn new skills and tools quickly.

Required skills

• Strong verbal and written communication in English.
• Ability to multitask and prioritize.