Customer Support Performance Specialist

2 semanas atrás

Oeiras, Portugal GIGROUP Tempo inteiro

We are recruiting for the Shared Services Center of a multinational, leader in the global food retail sector:
**Nestlé Business Services.**

They are currently looking to strengthen their **Consumer Engagement Services** team with a** Performance Specialist (M/F) for the region of Linda-a-Velha, Oeiras.**

**Main responsibilities**:

- Development and implementation of standard methodologies of training
- Provide training classes to new employees and/or Service providing staff to ensure the quality of procedures according to the guidelines
- Leverage the Learning Management System to ensure training development and the accuracy of records
- Review and ensure the training materials and the Learnings' assets are monitored and maintained to quality standards
- Build, implement and monitor audit control for HR Operations to help the team achieve specific goals related with quality, quantity and documentation of calls and transactions, maintaining high level of data integrity, ensuring continuous integration of QA feedback
- Assist the surveys related with Voice of Customer (VoC) program
- Repair and maintain quality to different types of documentation inside the department
- Participate in project teams to improve the competency-based training program and
- Development Sciences to ensure they fit the Quality practices implemented throughout key functional areas within Development Sciences

***

**Ideal Profile**:

- **Proficiency in English (spoken and written) - mandatory**:

- **Proficiency in Swiss-German (spoken and written) - mandatory**:

- Advanced Knowledge Portuguese and Spanish (is a plus)
- Experience using help desk software and remote support tools
- Knowledge of CRM systems and social media/Community Management
- Previous knowledge on Consumer Handling (3-year experience)
- Demonstrate excellence in 'change management' skills and learning agility
- Capable of problem-solving and handle stressful situations
- Ability to demonstrate a high degree of energy, passion, inspirational leadership
- Strong focus on consumer engagement, collaboration, and satisfaction
- Demonstrable excellence in 'change management' skills and learning agility
- Experienced in leading, training, and coaching teams

**We offer**:

- Direct job contract with Nestlé.
- Competitive salary and annual bonus according to your performance.
- Flex Benefits - you can chose what benefit is more suitable to you.
- ** Hybrid work schedule (Lisbon).**:

- Career progression and possibilities for International Career.
- Initial and continuing training.

**We're waiting for you**
- //pt.Gigroup.Com/politica-de-privacidade/._

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