Consumer Engagement Analyst – French Speaking

About the role

Join Nestlé Business Services as a Consumer Engagement Analyst, focusing on French‑speaking customers. You will be part of a hybrid team that monitors multiple communication channels and ensures a high‑quality experience for consumers across the Philippines.

Key responsibilities

• Monitor telephone lines, email, live chat, website and social media platforms for consumer inquiries.
• Handle inbound calls and written messages, providing empathetic, solution‑oriented responses.
• Apply the Nestlé Consumer Engagement Blueprint to resolve issues and add value.
• Record and categorize interactions in Salesforce Engage Omni.
• Identify and flag potential reputational risks to relevant brand functions.
• Manage refunds, order tracking, replacements, cancellations and webshop transactions.

Required profile

• 2‑3 years of BPO experience handling both voice and written accounts.
• Fluent in English and French, both spoken and written.
• Strong critical‑thinking and problem‑solving abilities.
• Comfortable working with large data volumes across multiple channels.

Required skills

• Amazon Connect
• Salesforce Engage Omni