Customer Relation Center Specialist

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 **Customer Relations Center Specialist** with mission to:
Act as a Brand ambassador, continually improving customer experience and engaging with customers across a number of touchpoints. Elevate the customer experience with functional and behavioral expertise, creating brand engagement and loyalty.

**A Day in the Life of a Customer Relations Center Specialist**:

- Assume responsibility and make decisions relevant to the situation whilst always meeting our quality standards, procedures and business & compliance procedures
- Understand the business context and when an issue / situation has to be escalated to ensure a positive outcome both for Nespresso and the customer.
- Deliver an unbeatable level of service to the customer, aligned with Nespresso brand values and standards.
- Capture the right contact follow-ups after every customer transaction.
- Develop rapport with customers, quickly understanding the situation, history and needs in order to respond to them with efficient and relevant solutions.
- Identify both spoken and unspoken needs, spotting opportunities for sales and brand promotion (proposing new products or encouraging calls to action).
- Find new ways to solve problems and ensure a consistent customer experience regardless of the touchpoint.
- Propose continuous improvements in the existing processes, recommending new and more efficient ways of working across all CRC tasks (internally and at the outsourcer's), in order to continuously raise the bar and improve the customer journey and lifecycle.
- Raise and share valuable customer insights, proposing suggestions and feedback to improve the customer experience.
- Continuously develop deep knowledge, skills and expertise around coffee, products, services, processes and machines (Original Line and Vertuo where applicable).
- Proactively keep yourself up to date with the Nespresso news (products, services, procedures, corporate information), via ShareClub (local knowledge management tool), team meetings, intranet, etc.
- Actively identify own performance/knowledge gaps and take ownership of own development plan in collaboration with your team leader.
- Active participation in trainings and team meetings and sharing of best practices with other Coffee Specialists.
- Build brand equity conveying the Nespresso story by using the most appropriate language for each touchpoint.
- Show great sensitivity towards the impact that each word and phrasing can have on customers and recipients in general.
- On the phone: converse with customers in a spontaneous way, asking questions, showing genuine interest in their situation and using storytelling skills to bring our brand to life.
- Specifically for Social Media: communicate in an engaging way in the public space of Social Media, creating content which is meaningful not only to one requestor (as it is the case with all the other touchpoints) but a wide range of people (consumers, potential customers, casual page visitors, brand fans, NGOs, etc.).

**What Will Make You Successful**
- Experience in Customer Service / Sales environment.
- Ability to work multi-task and in a fast-paced environment, using different digital tools and software.
- Languages (Arabic & English)
- Experience in an international environment and fluency in English are a plus.