CRC Team Lead

2 semanas atrás

Lisboa, Lisboa, Portugal Nestlé Sa Tempo inteiro
Nestlé Business Services (NBS) is a dynamic and multicultural environment where professionals can grow and develop their expertise in Shared Services Business.

About the Role:
As a CRC Team Lead at NBS, you will be responsible for leading a team of CRC Coffee Specialists and overseeing the day-to-day contacts with customers. Your primary goal will be to ensure the maintenance of high-quality standards and service for the Nespresso Brand.

Key Responsibilities:
• Leads a team of CRC Experts to provide high-quality business goals, role modelling, and team management, including effective training and development of a high-performance team.
• Serves as a brand ambassador to motivate, engage, and inspire staff and contribute to continuous improvement projects, being the key enabler between CRC management and frontline teams.
• Ensures effective and efficient communication with CRC Experts to keep them informed about new activities, events, product launches, and promotional offers.
• Contributes to customer retention through proven and customized solutions as well as through new solutions by supporting internal customers.
• Proposes appropriate solutions for Customers and/or CRC Specialists.
• Monitors and analyses performance based on clear expectations, taking into account quality and efficiency metrics, comparing them with other CRC teams.
• Actively collaborates with CRC support functions (Traffic and Workforce, Quality, Second Level) to systematically identify areas and levers of improvement to improve customer experience and CRC efficiency.

Requirements:
• One- or two-years' experience in Customer Facing as Team Leader (mandatory)
• Clear communication skills (including telephone, written label)
• Conflict management
• Coaching training as an asset
• Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)
• Domain in telephony systems (Genesys or other similar)
• Proficiency in Portuguese
• Proficiency in English is an asset
• Multitasking
• Strong work ethic and respectfulness required
• Labor legislation as an asset

What We Offer:
At NBS, we prioritize the well-being and professional growth of our team members. Joining NBS will provide you with:
• Development of expertise in Nestlé's Shared Services Business.
• Immersion in a culturally diverse team.
• Local and International Exposure.
• Flexible working environment.
• Engagement and well-being activities.
• Competitive salary and annual bonus based on performance.
• Flex Benefits - Choose benefits that suit you best.
• Membership in the Nestlé Club with discounts at several partners.
• Free coffee (and good coffee) at the office.
• Company equipment tailored to professional needs.
• Medical Support available at the Office (in Linda a Velha).
• E-learning courses and training programs to help you achieve your career goals.
• Career progression and opportunities for International Career.

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