Conducts focused assessments of educational/training needs within the specified customer-facing population;
Supports in designing, developing, delivering and evaluating a variety of responsive educational curricula and training programs within defined fields of expertise to ensure compliance with our quality service standards across all channels and points of contact.
Acts as an ambassador and has specialized knowledge of Nespresso's products, services and sustainability commitments, continuously learns and takes advantage of new knowledge and skills in his own work.
Continuously develops deep knowledge, skills and experience around coffee, products, services, processes and machines, proactively identifies its own performance/knowledge gaps and appropriates the development plan itself.
Verifies quality of service to ensure customer retention and sales opportunities are identified in outbound and inbound contacts.
Deals with challenging conversations and objections skillfully.
Provides training for all minimum skills and knowledge required for all major customer-related jobs.
Performs impersonation activities with customer-facing employees to develop interpersonal skills (e.g. negotiation, teamwork, and conflict management).
Collaborates with team leaders and managers to encourage on-the-job training.
Organizes training courses that will prepare employees for the next step of their career path.
Requirements
University degree or equivalent in commercial or business studies is required.
Experience as a Customer Service Trainer or similar role (mandatory).
Certifications in training is an asset & Familiarity with different teaching methods and materials.
Premium brands expertise is an Asset.
Analytics skills & clear communication skills (including telephone, written label).
Coaching training.
Dominion of Microsoft Office (Outlook, PowerPoint, Excel…).
Proficiency in English.
Proficiency in French or Swiss German.
Strong work ethic and respectfulness required.
Labor legislation knowledge is required.
Benefits
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.
Meal Allowance Card.
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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