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, being responsible to improve the skills, knowledge and competencies of NBS employees facing the customer - CRC Coffee Specialist - (internal and external), helping to design and conduct training programs that will drive employee engagement and performance in the workplace to improve operations focused on best customer satisfaction for Nespresso Brand.
A Day in the Life of...
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.
Act 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.
It 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, offers CRC Experts and/or Team Leaders valuable new options and solutions, using learned methods such as objection cycles, asset listening, and open questions.
Provides 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.
Performs 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 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 Portuguese & in English.
Strong work ethic and respectfulness required.
Labor legislation knowledge is required.
What We Offer
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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