Crc B2B Coordinator İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
We are currently looking for a CRC B2B Coordinator to join our Nespresso Customer Relationship Center team.
B2B Coordinator is a role model/lead in charge of meeting the CRC’s targets for his/her team by coaching, motivating, challenging his/her Coffee Specialists.
Main Responsibilities;
*Inspire his team via proximity management:
- Leading by example in terms of Nespresso behavior and knowledge, dynamism, professionalism and result focus
- Animating and motivating his team by listening and providing care & support, by animating via recognition and rewards
- Continuously ensure structured and efficient communication
*Contribute to CRC targets via continuously optimizing the outputs of his team
- Monitoring and analysing performance, both on individual and collective scale, by comparing it to targets
- Identify gaps and design action plans accordingly
- Drive the action plan to success
*Drive the customer experience ambition:
- Monitoring and evaluating performance, resulting in individual action plan
- Coaching and training his coffee specialisits to improve their skills and knowledge
- Raising actions that is not in his direct scope: training needs, IT evolutions, process update, content update...
*Ensure seemless operations by providing continuous support to his team:
- Supporting in case solving and is the first level of escalation
- Ensuring next issue avoidance by raising CS know how
*Provide Back-Office support to B2B team regarding contract and customer data management
- Initial validation of contract and customer datas.
- On-going update of customer datas.
Qualifications required for this position are as follows;
• University degree
• Very good level of communication skills (both spoken and written in Turkish and English).
• Minimum total of 5 years experience in customer services and call centers, least 2 years experience as team lead.
• Experience in complaint management, sales support and collection manangement in B2B environment.
