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 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! *

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: 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; 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); using resources and outsourcing and develop all channels of customer feedback to lead tangible improvement action plans with all departments and the customer service team; 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 to improve operations focused on best customer satisfaction for Nespresso Brand.

A Day in the Life of...

Conducts focused assessments of educational/training needs within the specified customer-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.

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 customer-related jobs, unless new hires are contracted with these minimum skills and knowledge

Performs impersonation activities with customer-facing employees to develop interpersonal skills (e.g. negotiation, teamwork, and conflict management). Collaborate with team leaders and managers to encourage on-the-job training (for example, how to handle difficult customer cases).

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

Experience as a Customer Service Trainer or similar role is required

Premium brands expertise is an Asset

Analytics skills clear communication skills (including telephone, written label)

Coaching training

Dominion of Microsoft Office (Outlook, PowerPoint, 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 work-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 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 (in Lisbon)

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

Career progression and possibilities for international career