CRC Training & Quality Specialist - French / Italian / English Speaker Oeiras

CRC Training & Quality Specialist - French / Italian / English Speaker
Oeiras
Oeiras, Distrito de Lisboa, Portugal

Position Snapshot

Location: Linda a Velha (Portugal)

Company: Nestlé Business Services

Full-time/Hybrid mode

Fluent in French & Italian & English

About Us

Nestlé Business Services (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 players,
- savvy, with an entrepreneurial mindset, and who can flourish in a
- 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!

Position Summary

For our Nestlé Business Services, we are currently looking for a CRC Training & Quality Specialist. Reporting to CRC Nespresso Operations Lead, this professional will be responsible for:

1. Successfully manage and develop your own team to drive and improve quality at all levels (internal/outsourcing) in order to increase customer satisfaction and experiences.
2. Be the voice of the customer and thus improve the quality of omnichannel service to boost customer defense and involvement in all channels (B2C and B2B).
3. Using resources and outsourcing to develop all channels of customer feedback to lead tangible improvement action plans with all departments and the customer service team.
4. Improve the skills, knowledge and competencies of NBS employees facing the customer - CRC Coffee Specialists - (internal and external) and help to design and conduct training programs that will drive employee engagement and performance in the workplace focused on best customer satisfaction for Nespresso Brand.

A Day in the Life of. . .

• Conducts focused assessments of educational/training needs within the specified
  - facing population; supports in designing, developing, delivering and evaluating a variety of responsive educational curricula and training programs within defined fields of expertise to ensure compliance with our quality service standards across all channels and points of contact.
• Act as an ambassador and has specialized knowledge of Nespresso's products, services and sustainability commitments, continuously learns and takes advantage of new knowledge and skills in his own work.
• Continuously develops deep knowledge, skills and experience around coffee, products, services, processes and machines, proactively identifies its own performance/knowledge gaps and appropriates the development plan itself.
• Verifies quality of service to ensure customer retention and sales opportunities are identified in outbound and inbound contacts.
• Deals with challenging conversations and objections skillfully, offers CRC Experts and/or Team Leaders valuable new options and solutions, using learned methods such as objection cycles, asset listening, and open questions.
• Provides training for all minimum skills and knowledge required for all major
  - related jobs.
• Performs impersonation activities with
  - facing employees to develop interpersonal skills (e. g. negotiation, teamwork, and conflict management). Collaborate with team leaders and managers to encourage
  -
  - job training.
• Organize training courses that will prepare employees for the next step of their career path.

What Will Make You Successful

• University degree or equivalent in commercial or business studies is required.
• Experience as a Customer Service Trainer or similar role (mandatory).
• Certifications in training is an asset & Familiarity with different teaching methods and materials.
• Premium brands expertise is an asset.
• Analytics skills & clear communication skills (including telephone, written label).
• Coaching training.
• Dominion of Microsoft Office (Outlook, Power
  Point, Excel. . . ).
• Proficiency in French & Italian & English.
• Strong work ethic and respectfulness required.
• Labor legislation knowledge is required.

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
- life balance. Joining us will bring you:

• Development of expertise in Nestlé’s Shared Services 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 discounts 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 (in Lisbon).
• E-learning courses and training programs to get you where you aim to be.
• Career progression and possibilities for international career.