B2b Voice Coffee Specialist

3 semanas atrás

LindaaVelha, Lisboa, Portugal Nestle Tempo inteiro

Position Snapshot

Localização:
Linda-a-Velha

Empresa:
Nestlé Nespresso SA

Horário:
FT 40H - 09h-18h

Position Summary


Assim, conseguimos oferecer o café da mais alta qualidade, para ser apreciado no conforto do próprio lar, bem como saboreado fora de casa.

Vamos iniciar um processo de recrutamento para

B2B Voice Coffee Specialist. A reportar ao B2B Team Leader, esta função terá como principal objetivo dar suporte ao cliente B2B através do teu expertise funcional, foco nos resultados e know-how experiêncial, exigido pelos Profissionais no ambiente Office e Horeca.


Serás o primeiro ponto de contacto dos clientes, gerindo tarefas de front e back office para garantir a satisfação do cliente.


A day in the life of
Resolver os pedidos dos clientes apresentados através de qualquer canal de contacto:
Ter empowerment para resolver e comprometer-se com as acções

Ser eficiente na resolução, respeitando sempre os padrões de qualidade da Nespresso

Promover a marca, actuando como embaixador da mesma junto dos clientes:
Cumprir os SLAs necessário por ponto de contacto

Construir relações de longo prazo com o cliente, criando proximidade, personalização e sentido de serviço

Desenvolver e atualizar continuamente as suas competências e conhecimentos:
Pró-atividade na identificação de lacunas e formas de melhoria

Desenvolver e maximizar as vendas através de:
Gestão da compra do cliente

Identificar e liderar as vendas adicionais/vendas cruzadas/revendas/novas vendas

Promover ativamente a lealdade dos clientes:
Fornecer conselhos e informações impactantes e relevantes sobre produtos e serviços, de acordo com as necessidades e o perfil dos clientes

Resolver com sucesso as chamadas de assistência técnica, de acordo com o objetivo definido

Apresentar ideias de inovação e alertar para os conhecimentos dos clientes:
Transmitir informações valiosas sobre os clientes: feedbacks, ideias de inovação...

Identificar áreas de melhoria nos processos, ferramentas, organização, formação, discurso, serviços...

Dominar as interacções de serviço ao cliente, com a atitude certa e competências específicas para cada canal:

Telefone:
Qualidade do discurso e da voz

Garantir a integridade da base de dados:
Atualizar continuamente os dados dos clientes, utilizar eficazmente os acompanhamentos e respeitar as regras de privacidade dos dados

What will make you successful

  • 1 a 2 anos de experiência em vendas (mandatório)
  • 1 a 2 anos de experiência em Customer Facing (mandatório)
  • Domínio Microsoft Office, na ótica do utilizador (Outlook, PowerPoint, Excel...)
  • Bom nível de Inglês (preferencial)
  • Boa capacidade relacional e de comunicação
  • Agilidade a trabalhar com várias plataformas em simultâneo
  • Multitasking
  • Disponibilidade para trabalhar a partir de LindaaVelha
  • Presencial

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