B2C Services Assistant - Affirmative Action for Persons with Disabilities (PCD)

Description

Job Summary: The B2C Services Assistant will serve as administrative support, monitoring cases, ensuring SLAs are met, and assisting the team in efficiently resolving operational requests. Key Highlights: 1. Administrative support and B2C case monitoring 2. Focus on efficient resolution of operational requests 3. An environment that values inclusion, diversity, and equal opportunity Nestlé has been present in 99% of Brazilian households for 100 years. As the global leader in food and beverages, Nestlé operates in 190 countries with the purpose of unlocking the power of food to enhance the quality of life for everyone, today and for generations to come. Interested in learning more about Nestlé? Visit our website for further insights into our history, values, and social commitments: https://www.nestle.com**Position Summary****Job Title: B2C Services Assistant - Affirmative Action for Persons with Disabilities (PCD)****Location:** NBS**Area/Stream:** E-Commerce & B2B Operations**Reports To:** Eb2b Line Manager**Shift:** Business Hours: 08:00 – 18:00**Work Mode:** Hybrid/Remote Work “At Nestlé, respect for inclusion, diversity, and equal opportunity is highly valued.” **A Day in the Life of...** The B2C Services Assistant serves as administrative support, monitoring cases, ensuring SLAs are met, communicating with customers, updating performance indicators, and supporting the team in efficiently resolving operational requests. **Key Responsibilities** Provide administrative support to the Backoffice in the following areas:* Monitor daily cases/complaints related to orders, deliveries, and consumer financial matters. * Monitor activity volumes and escalate to the Manager/Analyst when performance deviates from agreed targets. * Maintain focus on First Call Resolution (FCR). * Provide case resolution feedback to customers via email, WhatsApp, or phone. * Monitor and follow up with relevant departments to ensure compliance with Service Level Agreements (SLAs). * Lead daily and weekly meetings (DOR and WOR) and propose process improvement actions. * Participate in weekly team meetings to align on SLA compliance expectations and define action plans for unmet goals. * Keep OGs updated. **What Will Contribute to Your Success?** * Communication skills * Teaching ability * Logical reasoning ability * Proactivity * Ownership mindset and sense of urgency **Required Qualifications*** Completed high school education or currently pursuing a degree in Administration or related fields; * Familiarity with Contact Center routines and procedures; * Basic English and/or Spanish is desirable; We are a diverse and inclusive company, embracing multiple perspectives and innovative ideas. We invest in Digital Transformation and value innovation—both in our products and in our ways of working. A company that values respect and cares deeply about the well-being of our employees. If it feels right, we do it!