Position Snapshot
Location: Linda a Velha (Portugal)
Company: Nestlé Business Services
Full-time/Hybrid mode
Fluent in Portuguese & English
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 Training Specialist at Nestlé Business Services. Reporting to the CRC Nespresso Operations Lead, this role is responsible for improving the skills, knowledge, and competencies of NBS employees facing the customer - CRC Coffee Specialist (internal and external). The Training Specialist will help design and conduct training programs that drive employee engagement and performance in the workplace, focusing on best customer satisfaction for the Nespresso Brand.
A Day in the Life of...
Conduct focused assessments of educational/training needs within the specified customer-facing population; support 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.
Act as an ambassador and possess specialized knowledge of Nespresso's products, services, and sustainability commitments, continuously learning and taking advantage of new knowledge and skills in their own work.
Continuously develop deep knowledge, skills, and experience around coffee, products, services, processes, and machines, proactively identifying performance/knowledge gaps and appropriating the development plan.
Verify quality of service to ensure customer retention and identify sales opportunities in outbound and inbound contacts.
Skillfully deal with challenging conversations and objections, offering CRC Experts and/or Team Leaders valuable new options and solutions, using learned methods such as objection cycles, active listening, and open questions.
Provide training for all minimum skills and knowledge required for all major customer-related jobs, unless new hires are contracted with these minimum skills and knowledge.
Perform impersonation activities with customer-facing employees to develop interpersonal skills (e.g., negotiation, teamwork, and conflict management). Collaborate with team leaders and managers to encourage on-the-job training (for example, how to handle difficult customer cases).
Organize training courses that will prepare employees for the next step of their career path.
What Will Make You Successful
University degree or equivalent in commercial or business studies is required.
Experience as a Customer Service Trainer or similar role (mandatory).
Certifications in training are an asset & familiarity with different teaching methods and materials.
Premium brands expertise is an asset.
Analytics skills & clear communication skills (including telephone and written communication).
Coaching training.
Proficiency in Microsoft Office (Outlook, PowerPoint, Excel, etc.).
Proficiency in Portuguese & English.
Strong work ethic and respectfulness required.
Knowledge of labor legislation is required.
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.
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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