Crc Agent

Nestlé Türkiye Gıda Sanayi A.Ş

We are currently looking for a CRC Agent to join our Nespresso  team, who will responsible for easing the Club member through lifecycle with functional, emotional and behavioral expertise, conveying this customer experience bond required by the luxury environment set by the Nespresso brand.

Main Responsibilities;

Solve Prospect and customer requests, raised through any channel of contact

- Respecting business and compliance procedures

- Using the right tone of voice adapted to the channel and situation

- With care and listening attitude towards the customer

- Being empowered to solve and commit to actions

- Being efficient in resolution, while always meeting the quality standards of Nespresso                                              

Promote the brand by acting as a brand ambassador towards the customers

- Sharing his passion for the brand, products and services

- Always delivering an unbeatable level of service to the customer

- Acting professional

- Building relationship to the brand by creating proximity, personalization and sense of service                                                     

Develop and continuously refresh his skills and knowledge by

- Being a referent expert on Nespresso products and services (as well as process)

- Keeping informed of the Nespresso news (products, services, procedures, corporate

information), via shareclub or team meeting

- Active participation in trainings and team meetings

- Sharing best practices with other Coffee Specialists

- Pro-activity in identifying gaps and means to improve them                                

Develop sales by

- Handling the customer purchase

- Providing impactfull advices and information on products and services

- Identifying and leading up-sells / cross sells                                               

Provide ideas of innovation and alert on customer inisghts to upper management

- Qualify with attention the customer interaction (ground of request)

- Raise valuable customer insights to management: feedbacks, insights,

ideas of innovation…

- Identify improvement areas in process, tools, organisation, trainings, speech, services...                                                   

Master customer service interactions, with the right attitude and skills specific to each channel

- Phone: Quality of speech and voice

- Emails: the right level of formalim and excellent written language skills

- Chat: Reactivity and adapting written langugae skills to the specific tone of voice

of this channel

- Social Media: Constant awareness of the stakes on brand reputation (build and protect)                                                  

Qualifications required for this position are as follows;

• Sales / customer service environment.
• Previous experience in a B2B environment (offices and/or hotels restaurants, cafés) ideally in a customer service or commercial function.
• University Degree