Customer Care - Assago, Italia - Nestle Operational Services Worldwide SA

Nestle Operational Services Worldwide SA

Azienda verificata

Assago, Italia

2 settimane fa

Inviato da:

Piero Bianchi

Reclutatore di talenti per beBee

Descrizione

Position Snapshot

Nespresso in Italy, Milan headquarter (Assago)
Permanent contract
Nespresso Customer Care & Services Department
At least 2 years of Customer Service experience with customer's direct contact
Fluent in Italian and English

Position Summary

Reporting to the Quality Manager, you will be responsible to drive quality performances and Customer Satisfaction and guarantee the best customer experience in all interactions to ensure that Nespresso Customer Service becomes best in class and sales are maximized.

A day in the life of Customer Care & Satisfaction Specialist

Perform accurate analysis of customer feedback in order to identify improvement areas and key performance strengths and implement action plans to drive customer satisfaction
Monitor and ensure the delivery of an outstanding level of service to Customers by balancing the respect of quality, business, compliance standards and procedures
Monitor and evaluate the quality of digitally assisted and human interactions with customers, both inbound and outbound, to secure compliancy, boost customer satisfaction and ensuring consistency in customer conversations and conveying the brand purpose and tone of voice into observable and recognizable attitudes
Collate and distribute quality reporting for all channels and track performance progress sharing results with the outsourcer
Promptly identify and understand specific Customer needs and expectations to identify opportunities for improvement
Works with Managers and Team Leaders to calibrate monitoring processes and results and guarantee consistency and alignment
Organize and perform coaching session with outsourcer and internal contact center to improve and drive improvement in service, sales and customer experience
Join meetings with other markets and HQ in order to be updated and implement new strategies and services and share best practice
Create and manage project plans on improvement and initiatives to drive sales withing the outsourcer (call center), improve NPS and Customer Satisfaction and reduce Customer effort
Analyze Market trends and benchmark on Sales and Services to identify new opportunities and linking them with customer listening
Define Business Case on possible initiatives on sales and services linked to trends or on customer listening

What will make you successful