Full-time/Hybrid mode
Fluent in Portuguese
About Us
Nestlé Business Services (NBS) plays a pivotal role within the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & social media, and Consumer Engagement services to facilitate Nestlé's engagement with millions of consumers worldwide. Our team comprises diverse and multicultural professionals who are passionate about digital innovation and dedicated to driving continuous process improvement. We are seeking individuals who are eager to learn, team players, digitally-savvy, with an entrepreneurial mindset, and who thrive in a fast-paced, dynamic environment. If this resonates with you and you are looking to join a business where you can truly add value, it's time to consider joining NBS!
Position Summary
We are currently seeking a Team Lead at Nestlé Business Services. Reporting to the CRC Nespresso Operations Lead, you 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.
Serves as a brand ambassador to motivate, engage and inspire staff and contributes 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 Portuguese
Proficiency in English is an asset
Multitasking
Strong work ethic and respectfulness required
Labor legislation as an asset
What We Offer
At NBS, we prioritize the well-being and professional growth of our team members. Joining NBS will provide you with:
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.
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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