Service Excellence Coordinator

Há 6 dias


Oeiras, Lisboa, Portugal Phiture Tempo inteiro

About Nestlé Business Services

NBS delivers high-quality services to its clients, focusing on Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement. Our team of experts is passionate about driving digital innovation and continuous improvement processes.

  • We are seeking a talented individual to join our team, who will be responsible for ensuring the effective adoption and implementation of the Value Framework within the Service Delivery team.

Main Responsibilities

This role involves ensuring the effective implementation and maintenance of the Value Framework, upholding service excellence within the team.

  • Collaborate with the team to implement and regularly maintain the framework, ensuring high standards of service quality.
  • Develop and deliver training programs for employees and Business Partners on Customer Satisfaction measurement methodologies, fostering a customer-centric approach.
  • Monitor Service Compliance and Customer Satisfaction metrics, taking corrective actions when necessary.
  • Act as the Voice of the customer, gathering and understanding feedback and data to improve outcomes and the quality of experience.

Key Accountabilities

  • Drive engagement and provide leadership to ensure the framework is leveraged consistently across all service lines.
  • Serve as a Service Quality Ambassador, leading onboarding and training initiatives to foster a customer-centric culture within the team.
  • Ensure high standards for customer interactions across the team.
  • Deliver comprehensive internal training programs for all employees on Service Quality.
  • Lead the collection, analysis, and reporting of partner feedback, facilitating continuous service improvement.
  • Communicate business value delivered through services, complementing service quality feedback.
  • Maintain strong relationships with stakeholders, including operation, leadership, shared service, key accounts, markets, and categories.


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