Position Snapshot

Location: Lisbon (Portugal)

Company: Nestlé Business Solutions (NBS)

Full-time/Hybrid Work: 2 days per week at the office (aligned with our current Policy)

Languages: Fluent in French

About us

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

Position Summary

For our Nestlé Business Solutions 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 French + Italian

Proficiency in English 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 Solutions 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

E-learning courses and training program to get you where you aim to be

Career progression and possibilities for international career