Crc Digital Customer Feedback Specialist İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
Nespresso has always aimed to provide the ultimate coffee experience through its unique trilogy of smart coffee machines, exceptional coffee quality and unprecedented service to coffee lovers around the world.
As Nespresso Customer Relationship Center (CRC), our purpose is to provide our customers the best Nespresso services possible.
We are currently looking for a CRC Digital Customer Feedback Specialist to join our Nespresso team.
The CRC Digital Customer Feedback Specialist 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
*Working together with B2C Team Lead, support the hot-line when needed with his team by guidance of CRC Manager
Qualifications required for this position are as follows;
• University degree
• Excellent communication skills (spoken and especially written in Turkish and English).
• Experience in preparing call, email and live-chat scripts, FAQs in detail.
• Has the "eye for detail".
• Minimum 1 year experience in social media requests management and community management.
• Minimum total of 5 years experience in customer services and call centers, least 2 years experience as team lead.
