Nespresso Customer Support Supervisor

Nespresso Customer Support Supervisor   


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.  

As a supervisor you will be responsible for a team of contact center experts, overseeing the day-to-day contacts of customers, ensuring the maintenance of high-quality standards and service. Leads a team of CRC Experts to provide high-quality business goals, role modeling, and team management, including effective training and development of a high-performance team. Serve as a brand ambassador to motivate, engage and inspire staff and contribute to continuous improvement projects, being the key enabler between CRC management and frontline teams. 

A DAY IN THE LIFE …

Customer Experience:

- Ensures effective and efficient communication with CRC Experts to keep them informed about new activities, events, product launches, promotional offers

- Contributes to customer retention through proven and customized solutions as well as through new solutions by supporting internal customers.

- Proposes appropriate solutions for Customers and/or CRC Specialists

- Expert coffee coaches to analyze customer history and habits to identify possible reasons for future contacts and address them to avoid more contacts in all customer scenarios (information, technical offer, order etc)

• Be 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.
• Understands what makes the purpose of the Nespresso brand and the customer experience distinct.

- You can leverage our unique brand promise to elevate every customer contact experience and empower staff to do the same.

Sales Techniques:

- Ensures that the team understands and appropriately uses relevant offers and promotions.

- Share key learning with team members and facilitate sharing of best practices to maximize customer focus, sales opportunities, brand retention and advocacy.

- Intervenes promptly to help the team solve any growing issues and block points around sales or customer retention.

Operational Excellence:

- Promotes and strengthens adherence to the Unit's and CRC's strategy, translating objectives and operational plans into practical projects and actions for the CRC Specialist team.

- CRC Specialist Trainers in developing customer experience skills, sales opportunities, storytelling, tone of voice and writing, objection handling, goodwill gestures, avoidance of next issue (analysis of customer history and habits, anticipation of future cases) and continuous improvement.

- Monitors and analyzes performance based on clear expectations, taking into account quality and efficiency metrics, comparing them with other CRC teams.

- Hears or reads communications/responses from the coffee expert and assesses the quality of interactions, gives regular feedback and animates performance sessions with the team itself on sales results and other business opportunities. Recognizes and rewards good performance and supports CRC Experts in their development plans, also providing constructive feedback

- Enables corrective action plans to correct performance failures in collaboration with OMNI Channel Client Feedback Manager, Traffic and Workforce Manager, and Unit Manager (when applicable).

- Actively collaborates with CRC support functions (Traffic and Workforce, Quality, Second Level) to systematically identify areas and levers of improvement to improve customer experience and CRC efficiency.

- Monitor, report, and manage absences and delays; Optimizes staff staffing according to Workforce management team

Implements data quality and tracking across all interactions and channels.

- Send issues to the relevant department to ensure fast resolution of all requests.

- It liaises with relevant stakeholders within and outside the CRC to address the key areas where CRC specialists need support, such as training, IT developments, process updating and continuous improvement.

Team Management:

- Ensures that Nespresso HR's people management principles, policies, and processes are enforced

- Applies the PDP loop with team members to handle performance and development conversations and provide regular feedback

- Participates in Talent Acquisition and Succession Planning.

- Participates in the process of recruiting new coffee specialists

- It recognizes the talents and encourages team members to develop with the available tools (training, professional enrichment and networking).

- Rewards and recognizes knowledge sharing and collaboration to ensure staff remain motivated to contribute.

- Resolves performance and/or behavior issues of team members in a timely and fair manner in accordance with the Nestlé Leadership Framework

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)
• Customer service and sales expertise, in B2C and/or B2B.
• products, services, contracts, payment terms, delivery) 3 years
• Previous experience of people management or training/training
• Experience in change management
• 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.