Customer Relation Center Specialist

We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating unit of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world’s most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and be the reference in the portioned coffee sector to provide the very highest quality coffees that could be enjoyed in the comfort of consumers own homes and also savored at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit www.nespresso.com.

You’re energized by challenges, creative brand-building… and great coffee?
The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee – just like a skilled barista. From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish coffee machines and personalized, exclusive services, has revolutionized the way people enjoy their coffee and has evolved from pioneer to being the reference in portioned premium coffee.

Nespresso worldwide since its launch has enjoyed growth year on year. Our ambitions for coming years are sky high. Currently we are looking for Customer Relations Center Specialist with mission to:

Act as a Brand ambassador, continually improving customer experience and engaging with customers across a number of touchpoints. Elevate the customer experience with functional and behavioral expertise, creating brand engagement and loyalty.

A Day in the Life of a Customer Relations Center Specialist:

• Assume responsibility and make decisions relevant to the situation whilst always meeting our quality standards, procedures and business & compliance procedures
• Understand the business context and when an issue / situation has to be escalated to ensure a positive outcome both for Nespresso and the customer.
• Deliver an unbeatable level of service to the customer, aligned with Nespresso brand values and standards.
• Apply the brand tone of voice to each touchpoint and situation.
• Capture the right contact follow-ups after every customer transaction.
• Develop rapport with customers, quickly understanding the situation, history and needs in order to respond to them with efficient and relevant solutions.
• Identify both spoken and unspoken needs, spotting opportunities for sales and brand promotion (proposing new products or encouraging calls to action).
• Find new ways to solve problems and ensure a consistent customer experience regardless of the touchpoint.
• Propose continuous improvements in the existing processes, recommending new and more efficient ways of working across all CRC tasks (internally and at the outsourcers), in order to continuously raise the bar and improve the customer journey and lifecycle.
• Raise and share valuable customer insights, proposing suggestions and feedback to improve the customer experience.
• Master customer interactions across all CRC touchpoints (phone, live chat, email, social media, etc.), addressing all types of requests (order, technical, new member, information).
• Continuously develop deep knowledge, skills and expertise around coffee, products, services, processes and machines (Original Line and Vertuo where applicable).
• Proactively keep yourself up to date with the Nespresso news (products, services, procedures, corporate information), via ShareClub (local knowledge management tool), team meetings, intranet, etc.
• Actively identify own performance/knowledge gaps and take ownership of own development plan in collaboration with your team leader.
• Active participation in trainings and team meetings and sharing of best practices with other Coffee Specialists.
• Build brand equity conveying the Nespresso story by using the most appropriate language for each touchpoint.
• Show great sensitivity towards the impact that each word and phrasing can have on customers and recipients in general.
• On the phone: converse with customers in a spontaneous way, asking questions, showing genuine interest in their situation and using storytelling skills to bring our brand to life.
• For digital touchpoints: craft effective messages with impeccable grammar, spelling and punctuation, showing appreciation of the customers priorities and using the appropriate level formality depending on the touchpoint (Email, Chat, Social Media)
• Specifically for Social Media: communicate in an engaging way in the public space of Social Media, creating content which is meaningful not only to one requestor (as it is the case with all the other touchpoints) but a wide range of people (consumers, potential customers, casual page visitors, brand fans, NGOs, etc.).

What Will Make You Successful

• Experience in Customer Service / Sales environment.
• Ability to work multi-task and in a fast-paced environment, using different digital tools and software.
• Languages (Arabic & English)
• Experience in an international environment and fluency in English are a plus.

We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so well offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.