At Nespresso, our mission is to create the highest quality, most sustainable cup of coffee. By caring for our employees, our farmers, the environment and our customers, we are dedicated to connecting our community with the best possible products and customer experiences.
 

Nespresso Thailand is a young and fast growing market and we are looking for Coffee Specialist who would play a key role as a Brand ambassador, continually improving customer experience throughout customer lifecycle and engaging with customers across a number of touchpoints. Elevate the customer experience with functional and behavioral expertise, creating brand engagement and loyalty.

POSITION SNAPSHOT

Location: Bangkok Head Office

Company: Nestlé Nespresso

Business Unit/Division: CRC (Customer Relationship Center)

Full-time

2-3 years’ experience in Call Center

A DAY IN THE LIFE…

Solve customer requests raised through any touchpoint

• Assume responsibility and make decisions relevant to the situation whilst always meeting our quality standards, procedures and business & compliance procedures.
• Understand the business context and when an issue / situation has to be escalated to ensure a positive outcome both for Nespresso and the customer.
• Deliver an unbeatable level of service to the customer, aligned with Nespresso brand values and standards.
• Apply the brand tone of voice to each touchpoint and situation.
• Capture the right contact follow-ups after every customer transaction.

Engage with customers through efficient and personalized interactions

• Develop rapport with customers, quickly understanding the situation, history and needs in order to respond to them with efficient and relevant solutions.
• Analyze the customer profile and habits to proactively anticipate and address future customer issues, thus reducing customer effort.
• Identify both spoken and unspoken needs, spotting opportunities for sales and brand promotion (proposing new products or encouraging calls to action).

Deliver continuous improvement

• Identify improvement areas in processes, tools, organization, trainings, speech and services.
• Find new ways to solve problems and ensure a consistent customer experience regardless of the touchpoint.
• Propose continuous improvements in the existing processes, recommending new and more efficient ways of working across all CRC tasks (internally and at the outsourcer's), in order to continuously raise the bar and improve the customer journey and lifecycle.
• Raise and share valuable customer insights, proposing suggestions and feedback to improve the customer experience.

Develop and continuously refresh your skills and knowledge

• Understand your local business context and culture and respond accordingly.
• Master customer interactions across all CRC touchpoints (phone, live chat, email, social media, etc.), addressing all types of requests (order, technical, new member, information).
• Continuously develop deep knowledge, skills and expertise around coffee, products, services, processes and machines (Original Line and Vertuo where applicable).
• Proactively keep yourself up to date with the Nespresso news (products, services, procedures, corporate information), via ShareClub (local knowledge management tool), team meetings, intranet, etc.
• Actively identify own performance/knowledge gaps and take ownership of own development plan in collaboration with your team leader.
• Active participation in trainings and team meetings and sharing of best practices with other Coffee Specialists.

Shape and influence Brand identity consistently using the company's voice through all touchpoints

• Build brand equity conveying the Nespresso story by using the most appropriate language for each touchpoint.
• Show great sensitivity towards the impact that each word and phrasing can have on customers and recipients in general.
• On the phone: converse with customers in a spontaneous way, asking questions, showing genuine interest in their situation and using storytelling skills to bring our brand to life.
• For digital touchpoints: craft effective messages with impeccable grammar, spelling and punctuation, showing appreciation of the customer's priorities and using the appropriate level formality depending on the touchpoint (Email, Chat, Social Media)
• Specifically for Social Media: communicate in an engaging way in the public space of Social Media, creating content which is meaningful not only to one requestor (as it is the case with all the other touchpoints) but a wide range of people (consumers, potential customers, casual page visitors, brand fans, NGOs, etc.).

ARE YOU A FIT?

• Bachelor’s Degree in related field
• 2-3 years of experience in Call Center
• Ability to work multi-task and in a fast-paced environment, using different digital tools and software
• Fluency in English