Location: Bryanston
Company: Nestle Nespresso
Qualification: Completed Matric and or Degree/Diploma in a relevant field (Business Management/Customer Service)
Experience: Minimum of 5 years of experience in a call center position with proven experience in Contact Center Management or a related role. Strong leadership and people management skills with the ability to drive continuous improvement and deliver results.
Closing Date: 17 March 2025
Position Summary
We are currently seeking a highly motivated and experienced Customer Relationship Center (CRC) Manager to lead our Contact Center. As the CRC Manager, you will be responsible for driving the performance of the contact center channel, ensuring excellent sales, service, and technical support for our consumers in line with our Consumer Experience strategy.
A day in the life of a Nespresso CRC Manager
- Develop and implement the Market CRC strategy, fostering a continuous improvement spirit and ensuring efficient, agile, and customer-oriented operations.
- Deeply understand our customers and their specific needs and expectations, promoting a customer-centric culture within the organization.
- Lead the CCS customer service topics and translate objectives and operational plans into programs and projects for the entire CRC department.
- Collaborate with various departments to deliver a consistent customer experience, optimize sales focus, and enhance employee satisfaction.
- Manage budgets, perform market benchmarks on customer service practices, and actively participate in the Global CRC community to exchange best practices and build a strong international network.
- Ensure effective communication and alignment with all Nespresso Channels and collaborate with Outsourcing and Quality stakeholders to ensure compliance with brand standards and regulations.
- Drive the Nespresso culture internally and externally and facilitate omni-channel customer-facing knowledge management.
- The CRC Manager will be responsible for implementing Nespresso's HR and people management principles, conducting target appraisals, and empowering team members to lead their own career development. They will also recognize and encourage talent development, reward knowledge sharing, and actively participate in the recruitment process. Addressing performance and behavior issues in a fair manner and ensuring team development and succession plans are in place are also key responsibilities of the role.
- Completed Matric and or Degree/Diploma in a relevant field (Business Management, Customer Service)
- Minimum of 5 years of experience in a call center position with proven experience in Contact Center Management or a related role
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Ability to drive continuous improvement and deliver results.
- Knowledge of customer service best practices and industry trends
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