Customer Service
vor 2 Monaten
**Position Snapshot**
Location: Sion, Switzerland
Company: Nespresso Swiss Market
Act. Rate: 80-100%
Type of contract: Permanent contract
**What we offer at Nespresso**
Flexible work guidelines in terms of core hours and working from home. Please talk to us during the recruitment process about what flexibility could look like for you
Genuine opportunities for career and personal development
Modern “smart office” locations providing agile & collaborative workspaces
Dynamic international working environment
Attractive additional benefits
The opportunity to be part of a B Corp certified company and one of the world’s most trusted brands
**Position Summary**
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.
As a “**Customer Service & Sales Expert**”, you will accompany B2C Offices and B2B customers throughout their lifecycle, understand their specific needs and creating sales and new digital touchpoints opportunities. Using your functional, service and sales expertise, you will be the customers' privileged point of contact for support at Nespresso, engaging with them as a trusted business partner. In this position, you will assist the first line (internal and outsourced) in resolving customer requests alongside Leadership and Support Functions.
**A Day in the Life of a Customer Service & Sales Expert**
- Serve customers through inbound and outbound by phone and in written, addressing their specific needs and expectations
- Support internal customers across segments and departments, providing expert assistance in operational processes
- Communicate efficiently and professionally, considering the impact of each word and phrasing
- Minimize customer effort by addressing obstacles promptly, offering solutions, and ensuring follow-up
- Deliver exceptional service to both internal and external customers, balancing adherence to processes with reasoned exceptions
- Ensure data quality and follow-up for B2B & B2C Office interactions
- Become an expert in Nespresso products and sustainability, continuously learning and integrating available information to increase sales, basket value, and capsule volume
- Provide back-office support to the B2B Commercial team in contract and customer data management
- Influence customer retention through tailor-made solutions and agile decision-making
**What will make you successful**
- At least 2-3 years of experience in a contact center
- Strong background in customer service voice and digital, with solid sales experience
- Previous experience in a B2B environment (offices and/or hotels restaurants, cafés) is a plus, ideally in a customer service or commercial function
- Fluent in French and English, German is a plus
At Nespresso, we’ve built a culture of care and inclusion, making sure everyone can be their bold selves, while growing with the company. We innovate, dare to try, learn and scale up in a fast paced, digital and connected environment. With a diverse workforce made up of over 90 nationalities across 58 countries, you can be a part of an innovative culture, where supportive people help each other. One where anyone is encouraged to challenge the status quo and have an impact on the future for one of the biggest sustainable companies. Whatever your role, you’ll find you can drive real change and spread your enthusiasm. Join the place where you can thrive, you feel, you belong, you are inspired to be and do your best.
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