CRC Training Specialist

Position Snapshot

Location: Cairo, Egypt

Company: Nestlé Business Solutions 

Full-time/Hybrid mode

Fluent in English (Level C1)

About Us 

Nestlé Business Solutions (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.  

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.  

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS! 

At Nestlé Business Solutions (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position. 

Position Summary 

We are seeking a Training Specialist who will play a role in enhancing the training of our Customer Service Specialists. This position will involve designing and delivering training programs that improve the skills and competencies of our team members. 

A Day in the Life of... 

Training: 

• Deliver training on essential skills and knowledge required for customer-facing roles, ensuring all team members meet minimum competency standards. Conduct impersonation activities to help employees develop interpersonal skills, including negotiation, teamwork, and conflict management. 
• Proactively identify personal performance and knowledge gaps and take ownership of a development plan to address these areas. Engage in ongoing learning to stay updated with new knowledge and skills relevant to the role. 
• Skillfully manage challenging conversations and objections, providing valuable solutions to Customer Service Specialists and Team Leaders. Utilize learned techniques such as objection handling, active listening, and open questioning. 
• Act as an ambassador for the client brand, possessing specialized knowledge of its products, services, and sustainability commitments. Continuously enhance personal expertise in coffee, related products and processes. 
• Work closely with Team Leaders and Managers to promote on-the-job training initiatives, particularly in handling difficult customer cases. Organize training courses to prepare employees for career advancement opportunities. 

What Will Make You Successful  

• University degree or equivalent in commercial or business studies is required  
• 1-2 years of experience as a Customer Service Trainer or similar role 
• Certifications in methodologies (Six Sigma, Lean, PDCA, etc.) is an asset 
• Premium brands expertise is an Asset  
• Analytics skills & clear communication skills (including telephone, written label)  
• Coaching training and/or previous experience 
• Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)  
• Fluent in English (Level C1) 
• Strong work ethic and respectfulness required 
• Labor legislation knowledge is required