Nestle

Team Lead Customer Service – German Speaker

Nestle

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • Portugal

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Job Level

Senior

About the role

  • Leads a team of CRC Experts to provide high-quality business goals, role modelling, and team management, including effective training and development of a high-performance team.
  • Serve as a brand ambassador to motivate, engage and inspire staff and contribute to continuous improvement projects, being the key enabler between CRC management and frontline teams.
  • Ensures effective and efficient communication with CRC Experts to keep them informed about new activities, events, product launches, promotional offers.
  • Contributes to customer retention through proven and customized solutions as well as through new solutions by supporting internal customers.
  • Proposes appropriate solutions for Customers and/or CRC Specialists.
  • Ensures that the team understands and appropriately uses relevant offers and promotions.
  • Monitors and analyses performance based on clear expectations, taking into account quality and efficiency metrics, comparing them with other CRC teams.
  • Actively collaborates with CRC support functions (Traffic and Workforce, Quality, Second Level) to systematically identify areas and levers of improvement to improve customer experience and CRC efficiency.
  • Ensures that Nespresso HR's people management principles, policies, and processes are enforced.
  • Resolves performance and/or behavior issues of team members in a timely and fair manner in accordance with the Nestlé Leadership Framework.

Requirements

  • One- or two-years’ Experience in Customer Facing as Team Leader (mandatory)
  • Clear communication skills (including telephone, written label)
  • Conflict management
  • Coaching training as an asset
  • Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)
  • Domain in telephony systems (Genesys or other similar)
  • Proficiency in German + Italian
  • Proficiency in English is an asset
  • Multitasking
  • Strong work ethic and respectfulness required.
  • Labor legislation as an asset
Benefits
  • Development of expertise in Nestlé’s Shared Solutions Business
  • Immersion in a culturally diverse team
  • Local and international exposure
  • Flexible working environment
  • Engagement and wellbeing activities
  • Competitive salary and annual bonus according to your performance
  • Meal allowance card
  • Flex Benefits - at NBS you can choose what benefits are more suitable for you
  • Make part of the Nestlé Club and get discount in several partners
  • Free coffee (and good coffee) at the office
  • Shop with special discounts for employees
  • Company equipment according to professional needs
  • Medical support available at the office
  • E-learning courses and training program to get you where you aim to be
  • Career progression and possibilities for international career
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer facing experienceconflict managementcoaching trainingMicrosoft Officetelephony systemsGenesysproficiency in Germanproficiency in Italianproficiency in Englishmultitasking
Soft Skills
clear communicationteam managementtraining and developmentmotivationengagementinspirationperformance monitoringcollaborationproblem resolutionstrong work ethic