Social Media Manager

• Respond to customer queries via phone and written channels, focusing on social media, mainly Instagram and Facebook
• Identify customer needs and help customers use specific features
• Encode internal databases with information about consumers’ requests
• Share feature requests and effective workarounds with relevant stakeholders
• Inform customers about new features, functionalities and campaigns
• Follow up with customers to ensure issues are resolved
• Gather consumer feedback and complete FAQ and knowledge-base documents
• Handle serious and sensitive consumer contacts according to specific guidelines
• Ensure Nestlé CES Standard Instructions on Consumer Complaints Handling are followed appropriately and promptly
• Redirect consumer questions to appropriate stakeholders when unable to provide an answer

Explore CES Advisor – Social Media Focus, Swiss-German Speaker at Nestle. Review requirements and application details.

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