CRC Training & Quality Specialist - French Speaker
Position Snapshot
Full-time/Hybrid mode
Fluent in French
About Us
Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals, passionate about digital innovation and driving continuous improvement processes with colleagues across the world.
Position Summary
For our Nestlé Business Services, we are currently looking for a CRC Training & Quality Specialist. Reporting to CRC Nespresso Operations Lead, this professional will be responsible for successfully managing and developing their own team to drive and improve quality at all levels (internal/outsourcing) in order to increase customer satisfaction and experiences; being the voice of the customer to improve the quality of omnichannel service; using resources and outsourcing to develop all channels of customer feedback and lead tangible improvement action plans; improving the skills, knowledge, and competencies of NBS employees facing the customer, and helping to design and conduct training programs that drive employee engagement and performance in the workplace.
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 educational curricula and training programs to ensure compliance with our quality service standards.
* Acts as an ambassador with specialized knowledge of Nespresso's products, services, and sustainability commitments.
* Continuously develops deep knowledge, skills, and experience around coffee, products, services, processes, and machines.
* 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, offering valuable new options and solutions.
* Provides training for all minimum skills and knowledge required for customer-related jobs.
* Performs impersonation activities with customer-facing employees to develop interpersonal skills.
* Organizes training courses that 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, written label).
* Coaching training.
* Dominion of Microsoft Office (Outlook, PowerPoint, Excel).
* Proficiency in French & 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 wellbeing activities.
* Competitive salary and annual bonus according to your performance.
* Meal allowance card.
* Flex Benefits - choose what benefits are more suitable for you.
* Discounts with several partners.
* Free coffee at the office.
* Special discounts for employees.
* Company equipment according to professional needs.
* Medical support available at the office (in Lisbon).
* E-learning courses and training programs to help you achieve your goals.
* Career progression and possibilities for international career.
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