Position Snapshot

　　• Nespresso in Italy, Milan headquarter (Assago)

　　• Permanent contract

　　• Nespresso Customer Care & Services Department

　　• At least 2 years of Customer Service experience with customer's direct contact

　　• Fluent in Italian and English

　　Position Summary

　　Reporting to the Quality Manager, you will be responsible to drive quality performances and Customer Satisfaction and guarantee the best customer experience in all interactions to ensure that Nespresso Customer Service becomes best in class and sales are maximized.

　　A day in the life of Customer Care & Satisfaction Specialist

　　• Perform accurate analysis of customer feedback in order to identify improvement areas and key performance strengths and implement action plans to drive customer satisfaction

　　• Monitor and ensure the delivery of an outstanding level of service to Customers by balancing the respect of quality, business, compliance standards and procedures

　　• Monitor and evaluate the quality of digitally assisted and human interactions with customers, both inbound and outbound, to secure compliancy, boost customer satisfaction and ensuring consistency in customer conversations and conveying the brand purpose and tone of voice into observable and recognizable attitudes

　　• Collate and distribute quality reporting for all channels and track performance progress sharing results with the outsourcer

　　• Promptly identify and understand specific Customer needs and expectations to identify opportunities for improvement

　　• Works with Managers and Team Leaders to calibrate monitoring processes and results and guarantee consistency and alignment

　　• Organize and perform coaching session with outsourcer and internal contact center to improve and drive improvement in service, sales and customer experience

　　• Join meetings with other markets and HQ in order to be updated and implement new strategies and services and share best practice

　　• Create and manage project plans on improvement and initiatives to drive sales withing the outsourcer (call center), improve NPS and Customer Satisfaction and reduce Customer effort

　　• Analyze Market trends and benchmark on Sales and Services to identify new opportunities and linking them with customer listening

　　• Define Business Case on possible initiatives on sales and services linked to trends or on customer listening

　　What will make you successful

　　• At least 2 years of Customer Service experience with customer's direct contact

　　• Good project management and communication skills

　　• Data insight and strong analytical approach

　　• Curiosity, spirit of initiative and innovative mindset

　　• Positive and open-minded attitude

　　• Multitasking, flexibility and problem solving skills