Customer Relations Center Team Leader
2 months ago
You’re energized by challenges, creative brand-buildingand great coffee?
The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee - just like a skilled barista. From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish coffee machines and personalized, exclusive services, has revolutionized the way people enjoy their coffee and has evolved from pioneer to being the reference in portioned premium coffee.
Nespresso worldwide since its launch has enjoyed growth year on year. Our ambitions for coming years are sky high. Currently we are looking for **CRC Team Leader** with mission to:
Manage a Coffee Specialists' team, from First and/or Second Line, to meet the ambitious business targets by coaching, motivating and challenging them. Act as the brand ambassador model for the team and as key enabler between CRC management and front line teams.
**A Day in the Life of a CRC Team Leader**
- Promote and build adherence to the CRC strategy, translating objectives and operational plans into practical projects and actions for the Coffee Specialists.
- Set clear expectations about the level of performance required to deliver an outstanding customer experience and empower team members to reach them.
- Ensure a good communication with team members, encouraging feedback and improvement suggestions and promoting a pleasant work climate for the team to thrive.
- Share key learnings with team members and facilitate best practice sharing to ensure customer focus.
- Liaise with the relevant stakeholders inside and outside the CRC to tackle key areas where Coffee Specialists need support, such as training, IT evolutions, process update and continuous improvement.
- Act as a change agent, clarifying objectives and reasons behind a change, understanding the personal implications of team members involved and helping them step out of their comfort zone.
- Monitor and analyze performance, taking into consideration quality and efficiency metrics and benchmarking them with the other CRC teams.
- Identify performance gaps and implement action plans in collaboration with Second Level, Quality Manager, Workforce Manager and Unit Manager (where applicable).
- Recognize and reward good performance and support Coffee Specialists in their development plans also providing constructive feedback.
- Validate and / or perform Coffee Specialists manipulations when needed (goodwill gestures, etc.).
- Escalate issues to the relevant department, ensuring a prompt resolution of all requests.
- Ensure customer data quality and relevance by tracking both the number of follow-ups per contact (at least one follow-up per transaction) and their accuracy.
- Provide inputs to take the most relevant decisions regarding structuring topics: OP preparation, recruitment, facilities management, organization and outsourcing strategy.
- Build a reliable and detailed forecast of transaction volumes and handling times.
- Carry out monthly dynamic forecasts to collaborate with Workforce to ensure staffing levels and workload requirements.
**What will make you successful**
- 3 years of experience in a Customer Facing and / or Sales environment.
- Languages (Arabic & English).
- Previous people management experience or coaching / training is recommended.
- Experience in change management is an advantage.
- Experience in an international environment and fluency in English are a plus.
**We Offer**:
- Interesting and challenging work in an international company - a branch of worldwide and well recognized FMCG concern
- Possibility to work in a dynamic team of professionals and leaders
- Possibility to work with challenging projects and responsible tasks
- Atmosphere full of respect, professionalism
- Possibility of development & career advancement
- If you find the challenge exciting and match up, we have great culture and will work rigid to make you feel welcome and valued from day one.
People are at the heart of our success - all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together
-
Customer Services Manager
3 months ago
جدة, Saudi Arabia Aggreko, LLC Full timeWe're the global leader in providing energy solutions that help businesses grow and communities thrive. We work as a team and we’re proud of the difference we make to customers, to local communities, and towards a sustainable future for the world. We’re looking for Customer Services Manager in Aggreko will be responsible for managing and leading the...
-
Customer Services Manager
3 months ago
جدة, Saudi Arabia Talent Pal Full timeWe're the global leader in providing energy solutions that help businesses grow and communities thrive. We work as a team and we’re proud of the difference we make to customers, to local communities, and towards a sustainable future for the world. We’re looking for Customer Services Manager in Aggreko will be responsible for managing and leading the...
-
Region Customs Operations Leader
2 months ago
جدة, Saudi Arabia Renewable Energy Grid Solutions Full time**Job Description Summary**: The Regional Customs Leader will work with the Customs and Compliance team to secure the efficiency, competence and compliance of the import and export activities for Grid Solutions within the APAC or MEA region and secures the collaboration and integration of the operations with individual country operations within the...
-
Stewarding Team Leader
1 month ago
جدة, Saudi Arabia RIXOS Full time**Company Description** Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled...
-
Life Guard Team Leader
1 month ago
جدة, Saudi Arabia RIXOS Full time**Company Description** Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled...
-
Healthcare Center
2 months ago
جدة, Saudi Arabia Bupa Arabia Full timeRole Purpose: Handle all cases received from the outbound related channels and provide world-class service in every interaction for Health Care Center performance and customer satisfaction as per company and department’s standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external with high...
-
Call Center
2 months ago
جدة, Saudi Arabia Bupa Arabia Full timeProvide a high level of customer service and professional communication skills - Maintain a thorough knowledge of all departments, Bupa Arabia network, products and services so that customers are provided accurate information on networks, treatments, paperwork requirements, and general queries with confidence at all times - Resolves and inputs...
-
Customer Services Director
2 months ago
جدة, Saudi Arabia SUEZ Full time**Contract type** **Temporary / Fixed-Term*** **WHO WE ARE** we have been acting in support of our clients and partners to deliver essential services that protect and improve the quality of life wherever we operate. United by a passion for our work as well as our inclusive culture and team spirit, we innovate to conserve water and create value from wastes,...
-
Mega Accounts
2 months ago
جدة, Saudi Arabia Bupa Arabia Full timeExecute Service Strategy: - Participate in setting and executing the organization's service strategy from a general service and customer service perspective - Develop objectives for call center’s day to day activities - Analyze call center statistics by identifying customer trends and behaviors to understand specific customer needs and wants - Define...
-
Center Drum Machine Operator
3 months ago
جدة, Saudi Arabia Domo Ventures W.L.L. Full timeOur client is a leading manufacturer and distributor of high-quality, eco-friendly reusable nonwoven fabric bags. With a focus on sustainable production and international business expertise, we supply branded eco-packaging solutions to a diverse range of clients, including supermarkets, footwear retailers, fashion shops, and promotional...
-
Air Logistics Customer Care Specialist
3 months ago
جدة, Saudi Arabia Kuehne+Nagel Full timeAre you experienced in Air Logistics Customer Care? We’re excited to announce an opportunity to join our team in Jeddah! ** Your Role**: If you’re passionate about providing top-notch customer service and have a background in air logistics, we want you on board. Join us and be a part of a dynamic team that values excellence and innovation. ** Your...
-
Data Center
3 months ago
جدة, Saudi Arabia Talent Pal Full time**A.** **Responsibilities/Activities** 1. Work with sales team on the relationship and technical management of large deals including influencing tenders prior to being released, as well as our technical response and compliance to tenders. 2. Coordinating and providing technical seminars for both business partners and end users 3. Educate Consulting...
-
Senior HR Business Partner
3 months ago
جدة, Saudi Arabia Afaq - Warehouse Branch Full timeBachelor's Degree Required - 7+ years human resource business partner experience Amazon’s mission to be Earth’s most customer-centric company would be impossible without our talented people. Their hard work and creative thinking ensure we deliver great customer experiences. As we strive to be Earth's best employer, our global HR teams, known internally...
-
Guest Relation Manager
1 month ago
جدة, Saudi Arabia RIXOS Full time**Company Description** Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled...
-
Assistant Guest Relations Manager
3 weeks ago
جدة, Saudi Arabia Marriott International, Inc Full time**Additional Information** **Job Number**24096615 **Job Category**Rooms & Guest Services Operations **Location**The Jeddah EDITION, 7044 Al Kurnaysh Br Rd, Jeddah, Saudi Arabia, Saudi Arabia, 23613 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty and oversees all property...
-
Guest Relations Manager
3 weeks ago
جدة, Saudi Arabia Marriott International, Inc Full time**Additional Information** **Job Number**24160995 **Job Category**Rooms & Guest Services Operations **Location**The Jeddah EDITION, 7044 Al Kurnaysh Br Rd, Jeddah, Saudi Arabia, Saudi Arabia, 23613 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **JOB SUMMARY** Supports all property operations, ensuring that the highest levels of...
-
Guest Relations Manager
2 months ago
جدة, Saudi Arabia Marriott International, Inc Full time**Job Number** 24160995 **Job Category** Rooms & Guest Services Operations **Location** The Jeddah EDITION, 7044 Al Kurnaysh Br Rd, Jeddah, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Supports all property operations, ensuring that the highest levels of...
-
Head of Sl Bos Cu Saudi
2 months ago
جدة, Saudi Arabia Ericsson Full time**Join our Team**: **About this opportunity**: Ericsson is looking for a Head of Solution Line (SL) Business and Operations Systems (BOS) Delivery Global Customer Unit as a key role responsible for BOS Engagements and Service Delivery (SI/ADM) and IT Managed Operations. This role will be reporting to the Head of SL BOS for MMEA and will be part of MMEA BOS...
-
Customer Excellence
1 month ago
جدة, Saudi Arabia Bupa Arabia Full timeRole Purpose: Responsible for developing and releasing survey to get customer feedback from their experience in the Connected Care journey. Interpreting data to provide actionable insights that drive business decisions, improve services, and enhance customer satisfaction through continuous improvement. Key Accountabilities: 1- Voice of the Customer (VOC); -...
-
Construction Manager, Design
3 months ago
جدة, Saudi Arabia Afaq Q Tech General Trading - G11 Full time7+ years of project management, real estate development, architecture/design experience - Bachelor's degree Amazon opened its virtual doors in 1995 and strives to be the world’s most customer-centric company, where customers can find and discover anything they might want to buy online. Construction Managers will also handle the implementation of the...