Customer Service Specialist (Coffee Specialist - CRC)

Position Summary

Are you passionate about coffee and love helping people? As a Coffee Specialist in our Customer Relationship Center (CRC), you’ll be the voice of Nespresso — guiding our customers with care, expertise, and enthusiasm.

We are looking to hire Coffee Specialists in our CRC team on a temporary basis for 1 year to act as Brand Ambassadors to continually improve customer experience throughout the customer lifecycle and engaging with customers across a no. of touchpoints. Our Coffee Specialists will aim to elevate the customer experience with functional and behavioral expertise creating brand engagement and loyalty.

A DAY IN THE LIFE …

Aim to solve customer requests raised through any touchpoint:

• Assume responsibility and make decisions relevant to the situation while always meeting our quality standards, procedures, business & compliance procedures.
• Understand the business context and when an issue/situation must be escalated to ensure a positive experience and outcome for Nespresso & Customer
• Deliver an unbeatable level of service to customer, aligned with Nespresso brand values and standards
• Apply the brand tone of voice to each touchpoint and capture the right contact follow ups after every transaction.
  
  

Engage with Customers through efficient and personalized interactions:

• Develop rapport with customers, quickly understand the context and needs to respond to them with an efficient and relevant solutions.
• Analyze the customer profile and habits to proactively anticipate and address future customer issues
• Identifying spoken and unspoken needs spotting opportunities for sales and brand promotions
  
  

Deliver continuous improvement:

• Identify improvement areas in processes, tools, organization, trainings, speech, and services
• Find new ways to solve problems and ensure a consistent customer experience
• Propose continuous improvements in the existing processes, recommending new and more efficient ways of working across all CRC Tasks to continuously raise the bar and improve the customer journey and life cycle.
• Raise and share valuable customer insights and propose suggestions and feedback to improve the customer experience.
  
  

Shape and influence Brand Identity consistently using the company’s voice through all touchpoints:

• Build brand equity conveying the Nespresso story by using the most appropriate language for each touchpoint.
• Converse with customers in a spontaneous approach demonstrating genuine interest and using storytelling skills to bring the brand to life.
• On Digital touchpoints: craft effective messages showing appreciation to customer priorities and using the appropriate level of formality.
• For social media: Engaging communication in public space of social media creating content that is meaningful to the requestor but to a wider audience (Consumers, customers, page visitors, brand fans, NGO)
  
  

Develop and continuously refresh your skills and knowledge:

• Understanding the local business context, culture & respond accordingly.
• Master Customer interactions across all CRC touchpoints addressing all types of requests.
• Continuously develop deep knowledge, skills and expertise around coffee, products, services, process, and machines.
• Proactively keep yourself up to date with Nespresso News
• Actively identify own performance/knowledge gaps and take ownership of own development
• Active participation in trainings and team meetings and sharing of best practices with other coffee specialists
  
  

What Will Make You Successful…

• Act as Brand Ambassador
• Customer Centric, self-aware and solution driven
• Customer service / sales environment experience.
• Ability to work multi-task and in a fast-paced environment, using different digital tools and software.
• Experience in an international environment and fluency in English & Arabic.
  
  

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