POSITION SUMMARY
As our Coffee Specialist (Customer Service & Contact Center), you will act as our Brand ambassador to deliver world-class customer service continuously throughout the customer lifecycle and engage with our customers across a number of touchpoints. You will elevate the customer experience with functional and behavioral expertise, creating brand engagement and loyalty while always emphasizing customer centricity.
A DAY IN THE LIFE AS Coffee Specialist (Customer Service & Contact Center) – Nespresso Singapore
As our Coffee Specialist for Customer Service & Contact Center, you will engage and build rapport with our customers to understand their needs well, and provide concise solutions through various touchpoints such as phone, digital or social media to deliver exceptional service.
You will provide one-stop shop services for any of our customer needs, including but not limited to product information, delivery slots and machine troubleshooting. You are constantly delivering an unbeatable level of service to the customers, aligned with Nespresso brand values and standards. You will be involved in identifying and proposing areas for improvement in processes, tools, trainings, speech and services to ensure continuous improvement to the customer journey and lifecycle. You should raise and share valuable customer insights, proposing suggestions and feedback to improve the customer experience as well.
WHAT MAKES YOU SUCCESSFUL
- Passionate, customer-driven attitude and does not give up in the face of challenges but works to find the best solution for our customers
- Experience in customer service / sales environment is an added advantage
- Ability to multi-task well and in a fast-paced environment, using a variety of different digital tools and platforms during the course of handling every contact
- Strong interest in the coffee and service industry
- A team player who supports his/her team in meeting department goals yet is also someone who can work independently with minimal supervision
- Solution-driven, meticulous and accurate
- Being able to context-switch quickly when being tasked to handle various tasks depending on dynamic changing needs of our daily operations
