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Position Snapshot

Location: Linda a Velha (Portugal)

Company: Nestlé Business Services Linda a Velha

Full-time/Hybrid mode

Fluent in German & Italian

About Us

Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS

At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position.

Position Summary

For our Nestlé Business Services, we are currently looking for a CRC Team Leader. Reporting to CRC Nespresso Operations Lead, this professional will be responsible for a team of CRC Coffee Specialists, overseeing the day-to-day contacts of customers, ensuring the maintenance of high-quality standards and service for Nespresso Brand.

A Day in the Life of...

  • 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.
  • Serve 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, 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.
  • Ensures that the team understands and appropriately uses relevant offers and promotions.
  • 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.
  • Ensures that Nespresso HR's people management principles, policies, and processes are enforced.
  • Resolves performance and/or behavior issues of team members in a timely and fair manner in accordance with the Nestlé Leadership Framework.

What Will Make You Successful

  • 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 German & Italian
  • Proficiency in English and French is an asset
  • Multitasking
  • Strong work ethic and respectfulness required.
  • Labor legislation as an asset

What We Offer

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:

  • Development of expertise in Nestlé's Shared Services Business
  • Immersion in a culturally diverse team
  • Local and international exposure
  • Flexible working environment
  • Engagement and wellbeing activities
  • Competitive salary and annual bonus according to your performance
  • Meal allowance card
  • Flex Benefits - at NBS you can choose what benefits are more suitable for you
  • Make part of the Nestlé Club and get discount in several partners
  • Free coffee (and good coffee) at the office
  • Shop with special discounts for employees
  • Company equipment according to professional needs
  • Medical support available at the office (in Lisbon)
  • E-learning courses and training program to get you where you aim to be
  • Career progression and possibilities for international career