Company: Nestlé Nespresso
CRC Agent
Job Title: Nespresso Contact Centre agent
Location: Bryanston, Gauteng
Company: Nestlé Nespresso
Qualifications: Complete Matric
Experience: 2-3 years’ experience
Closing date: 05 September 2023
Overview of the Contact Centre agent Position
To provide support for Nespresso customers, to serve as an ambassador for the brand, and to continuously improve the customer experience throughout the customer lifecycle.
This will be accomplished by transforming each customer touchpoint into an opportunity to increase brand engagement, trust, and loyalty, as well as to resolve initial customer inquiries.
A typical day for an employee at the Nespresso Customer Service Center
Available to handle interactions during the set periods of time that have been scheduled.
Customers are given support and assistance during inbound and outbound contacts through voice, email, or digital platforms, and their specific needs, requirements, and expectations are quickly identified, understood, and addressed.
Achieves a high level of customer satisfaction through personalized and professional communication. This is accomplished by adopting a professional tone of voice or written communication when addressing each touchpoint and circumstance.
A positive impact is made on the customer effort as a result of diligently addressing obstacles, questioning the customer to gain a better understanding of their history, and providing solutions that are both efficient and relevant.
Maintains a healthy equilibrium between the observance of quality, business, and compliance standards, as well as procedures and reasonable exceptions, in order to provide an exceptional level of service to the customer.
Resolves customer complaints in a timely and efficient manner to ensure the satisfaction of the customer based on the processes and procedures currently in place
Demonstrates a high level of awareness and understanding regarding the effect that particular words and phrases can have on clients and recipients in general.
Utilize all of the resources and information at your disposal to ensure a high level of First Contact Resolution, which will prevent customers from having to get in touch with the CRM more than once in order to get their issue resolved.
Influences coffee selection and variety, high-value customers, order size or value by demonstrating genuine interest in customers and their routines and making use of relevant offers.
Creates opportunities for customer retention and sales across outbound and inbound contacts.
Customers are guaranteed to receive additional value as a result of the use of acquired sales skills such as storytelling, open questions, active listening, and methods of upselling and cross-selling.
Contributes to the excellence of customer service by recommending new and more effective ways of working across all CRC tasks, with the goal of continuously raising the bar and improving the customer journey and lifecycle.
Ensures that all tasks are completed and decisions are made in accordance with the quality standards, procedures, and compliance rules established by Nestlé and Nespresso.
Maintains a consistent and agile approach while operating all of the necessary tools throughout the course of their work.
The provision of all relevant information to back-office teams, such as those in charge of finances and technical matters, in order to facilitate the speedy resolution of customer questions and concerns.
What is it that will propel you to success?
Finished the Matriculation Examination
It is required that you have a very strong command of the English language.
Experience working in a call center for a minimum of two to three years at minimum.
Someone with experience working with high-end, luxury, premium, or premium retail brands would have a distinct advantage in this competition.