Nespresso Customer Support Associate

POSITION SNAPSHOT

Location: Egypt
Company: Nestlé

POSITION SUMMARY

Joining Nestlé means you are joining the largest food and Beverage Company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

You will respond to consumers inquiries, comments, and complaints using standard scripts and FAQs via inbound and outbound calls, emails, WhatsApp, Live chat and owned social media channels.

A DAY IN THE LIFE …

Customer Experience:

- Serves customers in inbound and outbound contact through voice or digital platforms, identifying, understanding and responding promptly to their specific needs and expectations.

- Achieves high customer satisfaction through personalized, professional communication by applying brand tone to every touch point and situation

- It has a positive impact on the customer's efforts by diligently addressing obstacles, asking questions and understanding the customer's history, and offering effective and relevant solutions.

- Deals with conversations are objections with respect, using active listening skills effectively to identify customer trends and behaviors,

- Provides an excellent level of customer service, balancing compliance, business and quality standards, procedures, and well-reasoned exceptions.

- Resolves customer complaints with the best balance of effectiveness, fast and accurate solutions based on current market processes.

- It shows great sensitivity to the impact each word and phrase can have on customers and recipients in general.

- Through empathy promotes positive conversations and focuses on effective problem solving.

- On the phone: Talk to customers spontaneously, asking questions, showing genuine interest in your situation, using storytelling skills to bring our brand to life.

- For digital touchpoints: Create effective messages with flawless grammar, spelling and punctuation, showing appreciation of customer priorities and using the proper level formality depending on the point of contact (Email, Chat, social media)

- Specifically for social networks: communicating in an engaging way in the public space of social networks, creating content that is meaningful not only to an applicant (as is the case for all other contact points), but also to a wide range of people (consumers, potential customers, occasional visitors, brand fans, NGOs, etc.).

- Uses all available skills and information to obtain First Contact Resolution and prevent customers from calling more than once to resolve their issue

Coffee Experience & Expertise:

- He is an ambassador and has specialized knowledge of Nespresso products, sustainability services and 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.

- Translate the experience into each customer contact, use appropriate vocabulary, and provide the level of information needed according to the customer's situation.

- Inspires customers with authenticity and helps them explore their options for a tailored coffee experience proposal.

Sales Techniques

- Creates sales and customer retention opportunities between outbound and inbound contacts, influences the mix of coffee, high value customers, size or order value through genuine interest in customers and their habits, taking advantage of relevant offers.

- It ensures added value for customers using acquired sales skills such as storytelling, open questions, asset listening, superior selling methods and cross-selling.

- Deals with challenging conversations and objections skillfully offer customers valuable new options and solutions, using learned methods such as objection cycles, active listening and open questions.

- Identifies spoken and unspoken needs by identifying sales and branding opportunities (proposing new products or encouraging calls to action).

OPERATIONAL EXCELLENCE

- He specializes in operational processes, in compliance with quality, business, and compliance rules.

- Contributes to customer service excellence by proposing continuous improvements to existing processes, recommending new and more efficient ways to work on all CRC tasks (in-house and outsourced) to continuously raise the bar and improve the customer journey and lifecycle

- Ensures data quality and tracking across all interactions and channels.

- Performs all tasks and decisions in accordance with Nestlé/Nespresso's quality standards, procedures and compliance rules, including goodwill gestures.

- Operates all available tools, such as ERP and intranet, in a stable and agile manner.

- Where relevant, it provides back-office support for B2C and B2B Business staff, such as in customer data management and contracts.

- Aligns with Nespresso/Nestlé compliance policies when running.

ARE YOU A FIT?

Bachelor’s degree in marketing, business studies, communications, journalism, media studies, psychology.
Customer service and sales expertise, in B2C and/or B2B (customer focus, products, services, contracts, payment terms, delivery)
Strong interpersonal skills, team-oriented attitude.
Strong verbal and written communication skills in English.
Ability to multitask and prioritize.
Interest in digital and social media industry, current online trends and marketing tactics
Capacity to learn new skills and master new tools is a must.
Attention to details.