Nestle

Contact Center Manager

Nestle

full-time

Posted on:

Location Type: Office

Location: Athens • Greece

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About the role

  • Drive excellent service to the customer by execution of all Customer Care activities
  • Implement defined Nespresso consumer experience strategy and campaigns in Customer Relationship Centers
  • Ensure efficient, agile and customer-oriented operations
  • Foster the omni channel approach by promoting a customer-centric approach
  • Create and maintain constructive relationships with all business functions
  • Collect and analyze metrics linked to customer satisfaction
  • Build a sustainable partnership with the Outsourcer
  • Recruit, empower, motivate and coach the Internal team
  • Support External and Internal teams to reach Sales targets
  • Responsible for CRC strategy and operations implementation of Distributor Markets (Cyprus, Adriatics, Bulgaria)

Requirements

  • University degree or equivalent in commercial or business studies
  • 5+ years of experience in a managerial position in customer service / call center environment
  • Leading, managing and developing individuals and teams
  • Managing major projects or change management programs
  • Influencing key stakeholders
  • Experience in managing Outsourcer relationships
  • Fluency in English
  • Experience working within a multinational environment will be a plus.
Benefits
  • competitive salary & performance bonus
  • meal vouchers
  • comprehensive Pension, Health Care & Life Insurance programs
  • increased Parental leaves for both caregivers and Baby Support plan
  • Flexible Work policy
  • Wellbeing and Recognition days off
  • “Bring Your Pet At Work” & Pet Support plan
  • free car parking
  • in-house restaurant and mini market
  • participation to health and wellness activities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecall center managementproject managementchange managementdata analysismetrics analysisrelationship management
Soft Skills
leadershipteam developmentinfluencingcoachingcustomer-centric approachcommunicationmotivation
Certifications
university degree in commercial studiesuniversity degree in business studies