Customer Service Representative responsible for receiving calls from child support clients. Handling inquiries and documenting calls while maintaining compliance with procedures.
About the role
- Team Lead in Customer Service for Nestlé Business Solutions in Lisbon. Responsible for team of CRC Experts ensuring high-quality standards and customer satisfaction.
Responsibilities
- 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.
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
- 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
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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