B2B Customer Service Specialist - French Speaker

Position Snapshot

Location: Linda-a-Velha (Portugal)

Grade: J2

Company: Nestlé Business Solutions (NBS)

Full-time/Hybrid mode: 2 days per week at the office (aligned with our current Policy)

Languages: Fluent in French and English

About Us

Nestlé Business Solutions (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital \& Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!

At Nestlé Business Solutions (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position.

Position Summary

We are looking for a Customer Service Specialist to support Nestlé Professional customers across Europe, delivering high-quality service through inbound and outbound interactions.

You will be responsible for handling customer requests across multiple channels, ensuring accurate case management, and driving customer satisfaction through efficient issue resolution, proactive engagement, and adherence to service standards.

A Day in the Life…

• Manage inbound customer interactions (calls, emails, digital channels) related to:
• • Lead qualification
  • Order management and delivery queries
  • Technical support
• Ensure all interactions are accurately logged and tracked in CRM systems
• Conduct outbound calls for:
• • Lead qualification and telesales activities
  • Customer onboarding and follow-up
• Support customers in troubleshooting technical issues, escalating when needed
• Handle complaints and guide customers through resolution processes
• Maintain high service levels (SLA) and optimize first contact resolution (FCR)
• Deliver excellent customer experience across all touchpoints
• Perform customer satisfaction surveys and service assessments
• Collaborate closely with marketing, sales, and technical teams
• Contribute to reporting and insights on customer interactions and trends
• Follow and continuously improve global processes and service routines

What Will Make You Successful

Experience \& Skills

• Experience in customer service, call center, or telesales environments
• Experience handling inbound and outbound customer interactions
• Familiarity with CRM systems and case management tools
• Experience managing customer complaints and resolutions
• Exposure to service KPIs such as SLA, FCR, AHT, CSAT
• Strong communication skills across multiple channels and languages (English required; additional European languages are a plus)
• Solid Excel skills (reporting, data handling)

Knowledge

• Understanding of customer service processes and customer journey
• Knowledge of CRM tools and data management practices
• Awareness of data privacy and compliance standards
• Understanding of Nestlé business environment and customer engagement approach
• Continuous improvement mindset (e.g., NCE principles)

Competencies

• Customer Service \& Case Management
• Communication (multichannel)
• Problem Solving \& Issue Resolution
• Results Focus (delivery against KPIs)
• CRM \& Data Management
• Telesales \& Customer Engagement
• Collaboration and Proactive Cooperation

What We Offer

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:

• Development of expertise in Nestlé’s Shared Solutions Business
• Immersion in a culturally diverse team
• Local and international exposure
• Flexible working environment
• Engagement and wellbeing activities
• Competitive salary and annual bonus according to your performance
• Meal allowance card
• Flex Benefits - at NBS you can choose what benefits are more suitable for you
• Make part of the Nestlé Club and get discount in several partners
• Free coffee (and good coffee) at the office
• Shop with special discounts for employees
• Company equipment according to professional needs
• Medical support available at the office

• E-learning courses and training program to get you where you aim to be

• Career progression and possibilities for international career