CRC Agent - Bryanston at Nestle

Position Summary

To support Nespresso customers, to act as a Brand ambassador and to continuously improve the customer experience throughout the customer lifecycle by transforming each touchpoint in opportunities to build brand engagement, trust, loyalty and first contact resolution.

A day in the life of a Nespresso Contact Centre Agent  

• Available to handle interactions during prescribed scheduled hours.
• Provides support and assistance to customers in inbound and outbound contacts using voice, email, or digital platforms, by promptly identifying, understanding, and addressing their specific needs, requirements, and expectations.
• Achieves high customer satisfaction through personalised and professional communication, by applying a professional tone of voice or written communication to each touchpoint and situation. 
• Impacts the customer effort positively by addressing obstacles diligently, asking questions and understanding customer history and by offering efficient and relevant solutions.
• Delivers an outstanding level of service to the customer by balancing the respect of quality, business and compliance standards, procedures, and reasoned exceptions adequately.
• Solves customer complaints quickly and effectively to ensure customer satisfaction based on current processes and procedures. 
• Shows great sensitivity towards understanding the impact that each word and phrasing can have on customers and recipients in general. 
• Use all the skills and information available to ensure a high level of First Contact Resolution obviating the need for customers to contact the CRM more than once for their problem to be solved.
• Creates customer retention and sales opportunities across outbound and inbound contacts, influences coffee selection and variety, high value customers, order size or value through genuine interest in customers and their habits, leveraging relevant offers.
• Assures added-value to customers using acquired sales skills such as storytelling, open questions, active listening, up- and cross-selling methods. 
• Contributes to Customer service excellence by proposing 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 lifecycle.
• Performs all tasks and makes decisions in line with Nestlé/Nespresso quality standards, procedures, and compliance rules.
• Operates all tools required in the course of their work, in a steady and agile way. 
• Provision of all necessary information to back-office teams such as finance, technical to facilitate quick resolution of customer queries and issues.

What will make you successful.

• Completed Matric
• Excellent proficiency in English is essential.
• Minimum experience of 2-3 years in a contact center environment  
• Experience in working with High end/luxury/ premium or retail brands would have an added advantage.