Consumer Engagement Associate

About the role

The Consumer Engagement Associate will be the first point of contact for Nestlé consumers in Egypt, handling inquiries, comments and complaints across multiple channels. You will use standard scripts, FAQs and Nestlé CES guidelines to deliver empathetic, high‑quality service and ensure consumer satisfaction.

Key responsibilities

• Apply Nestlé CES standard instructions to manage consumer complaints promptly and accurately.
• Utilise market‑based tools and applications for consumer management and servicing.
• Provide empathetic service via inbound/outbound calls, emails, WhatsApp, live chat and owned social media channels.
• Resolve consumer inquiries, comments and complaints while maintaining detailed records in the CRM tool.
• Ensure quality service and consumer satisfaction across all channels (chat, email, social networks, telephone).
• Notify and escalate critical complaints and irate customers according to protocol.
• Stay updated on messaging changes and new ways of working.
• Execute additional tasks assigned by the Line Manager, brand team SPOC or 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.
• Excellent verbal and written communication skills in English.
• Ability to multitask, prioritize and pay close attention to detail.
• Interest in digital and social media trends and marketing tactics.
• Willingness to learn new tools and master new skills.

Required skills