POSITION SNAPSHOT

Role: Coffee Specialist

Location: Dubai, UAE

Company: Nestle - Nespresso

POSITION SUMMARY

Nespresso UAE is looking to hire Coffee Specialists to act as Brand Ambassadors to continually improve customer experience throughout the customer lifecycle and engaging with customers across a no. of touchpoints. Our Coffee Specialists will aim to elevate the customer experience with functional and behavioral expertise creating brand engagement and loyalty. This role will be based out of our Customer Service Center.

 A Day in the Life…

Aim to solve customer requests raised through any touchpoint:

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

Engage with Customers through efficient and personalized interactions:

• Develop rapport with customers, quickly understand the context and needs to respond to them with an efficient and relevant solutions.
• Analyze the customer profile and habits to proactively anticipate and address future customer issues.
• Identifying spoken and unspoken needs spotting opportunities for sales and brand promotions.

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.
• Propose continuous improvements in the existing processes, recommending new and more efficient ways of working across all CRC Tasks to continuously raise the bar and improve the customer journey and life cycle.
• Raise and share valuable customer insights and propose suggestions and feedback to improve the customer experience.

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.
• Converse with customers in a spontaneous approach demonstrating genuine interest and using storytelling skills to bring the brand to life.
• On Digital touchpoints: craft effective messages showing appreciation to customer priorities and using the appropriate level of formality.
• For social media: Engaging communication in public space of social media creating content that is meaningful to the requestor but to a wider audience (Consumers, customers, page visitors, brand fans, NGO).

Develop and continuously refresh your skills and knowledge:

• Understanding the local business context, culture & respond accordingly.
• Master Customer interactions across all CRC touchpoints addressing all types of requests.
• Continuously develop deep knowledge, skills and expertise around coffee, products, services, process, and machines.
• Proactively keep yourself up to date with Nespresso News.
• Actively identify own performance/knowledge gaps and take ownership of own development.
• Active participation in trainings and team meetings and sharing of best practices with other coffee specialists.

What will make you successful…

• Act as a Brand Ambassador
• Customer Centric, self-aware and solution driven
• Customer service / sales environment experience
• Ability to work multi-task and in a fast-paced environment, using different digital tools and software
• Experience in an international environment and fluency in English & Arabic (preferred)

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At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better. We place people at the heart of our success – all 14,000 of them. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow together. Quality and sustainability are core to who we are and critical to our vision of driving positive change. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other. To achieve this, we live by four behaviors. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principal belief that individually and collectively we can. What about you? Want to be part of this exciting journey? Join the Nespresso team! And reimagine what coffee can be. Reimagine what you can become. Together we grow as individuals and teams. And as an organization.