CRC Team Lead

4 semanas atrás

Lisboa, Lisboa, Portugal Nestlé Sa Tempo inteiro

About Us

Nestlé Business Services (NBS) plays a pivotal role within the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & social media, and Consumer Engagement services to facilitate Nestlé's engagement with millions of consumers worldwide.

Our Team

We are a diverse and multicultural team of professionals who are passionate about digital innovation and dedicated to driving continuous process improvement. We are seeking individuals who are eager to learn, team players, digitally-savvy, with an entrepreneurial mindset, and who thrive in a fast-paced, dynamic environment.

Job Summary

We are currently seeking a Team Lead at Nestlé Business Services. Reporting to the CRC Nespresso Operations Lead, this role is responsible for overseeing the day-to-day contacts of customers, ensuring the maintenance of high-quality standards and service for Nespresso Brand.

Key Responsibilities

  1. 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.
  2. 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.
  3. Ensures effective and efficient communication with CRC Experts to keep them informed about new activities, events, product launches, promotional offers.
  4. Contributes to customer retention through proven and customized solutions as well as through new solutions by supporting internal customers.
  5. Proposes appropriate solutions for Customers and/or CRC Specialists.
  6. Ensures that the team understands and appropriately uses relevant offers and promotions.
  7. Monitors and analyses performance based on clear expectations, taking into account quality and efficiency metrics, comparing them with other CRC teams.
  8. 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.
  9. Ensures that Nespresso HR's people management principles, policies, and processes are enforced.
  10. Resolves performance and/or behavior issues of team members in a timely and fair manner in accordance with the Nestlé Leadership Framework.

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
  • Domination 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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