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Get Paid $3,174.42 per Month to Monitor Comments for Nestle Online!



Social Media Customer Service Specialist (Remote)

At Nespresso we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with first-rate opportunities to push the boundaries of coffee exploration. Job Purpose: The Social Media Customer Service Specialist will be responsible for managing the social media community management, live chat, ratings & reviews interactions and customer care engagement by continuously monitoring Nespresso’s social media and ratings & reviews channels to communicate, respond to and engage with the community. This role will also encourage loyalty and foster positive conversations with our customers and clients alike. A passion for social media and customer care engagement is essential with a vast understanding of digital and social media platforms. Responsibilities: • Utilize tools like Sprinklr, Live Chat/email platform and IPad to engage with the community, share insights and observations, track and report on customer responses, customer sentiment, trending topics and common conversations that arise. • Summarize insights and conversations and work with Community Manager to create actionable, operational reports that lead to optimization and efficiency in performance. • Monitor comments and manage engagement of complaints in a quick and timely manner with the ability to identify trends, detect potential influencers as well as proactively spot warning signs /potential crises. • Crisis Management flag any critical issues for customers and Nespresso to Community Manager and appropriate internal teams for immediate guidance and resolution. • Respond to comments and conversations, when appropriate, in order to foster positive engagement and add value to the customer member’s experience. • Write fresh, engaging content on a daily basis, know the communities on each platform, understand channel-specific nuances and act as the face and voice of the brand through engagement. • Ensure customer satisfaction on Social Media platforms through quality of engagement and escalate situations where appropriate, to internal teams and stakeholders. • Knowledge and understanding of Customer Service Procedures and internal Protocols and Policies; create and develop new protocols when needed and as advised by Management. • Demonstrate brand expertise on products and services as well as a rich understanding of key activations, product launches and Marketing-related activities recognizing the impact these may have on volume. • Embrace brand guidelines when required; act as a brand advocate through quality of engagement. • Assist Community Manager with creation, conception and presentation of Social Media strategy and integrated marketing campaigns. • Execute the direction of strategy/planning and creative leads with consumer insight. • Assist in communicating the potential impact of Social strategies and Marketing activities on Customer Relations Center and customers. • Communicate and coordinate customer service, production and strategy/planning teams ensuring that community strategy supports overall brand goals and objectives. • Present cross-functional work to the broader CRC always tying it back to the operation. • Active, constructive participant in inter-department and cross-service line communications (B2C and B2B), attending relevant project-related calls and meetings in alignment with Community Manager's direction and guidance. • Assist and support Community Manager in the ongoing education of the broader CRC with a focus on Community Management and Customer Care Engagement by sharing trends, observations and best practices gleaned through ongoing and continuous moderation of feeds. • Work with Direct Manager to identify relevant workshops, conferences and trainings for attendance, when possible, that tie back to core functions of Community Management and continuous education. Requirements: • Bachelor’s degree required, preferably in: Business Administration, Marketing or in a related field. • 2+ years of social media and ratings/reviews management or customer engagement required. • Demonstrated proficiency in MS Office (Word/Excel/PowerPoint/Outlook) required. • Familiarity with social media platforms such as Facebook, Instagram and Yelp required. • Must have excellent customer service, communication (oral and written), organization and stakeholder management skills. • Must have strong time management and planning skills, as well as must be detail-oriented. • Must be willing to work a flexible work schedule including weekdays and weekends (Saturdays only) in the mornings/afternoons/early evenings. • Must be willing to work under pressure to meet tight deadlines with minimal supervision. • Familiarity with Sprinklr or other customer engagement platforms is desired. Requisition ID: 205481 It is our business imperative to remain a very inclusive workplace. To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home. Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467. This position is not eligible for Visa Sponsorship.


** According to Glassdoor, the estimated total pay for a Customer Service Representative at Nespresso Global is $38,093 per year. Questions about this info? Please feel free to verify by contacting the company directly or by inquiring during the interview phase.


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