Position snapshot
Nespresso Head Office, Athens, Greece

Reporting to: Customer Relationship Center Operations Manager

Time of contract: permanent

Position summary

Τhe Nespresso Coffee Specialist acts as a Brand ambassador and continuously elevates the customer experience throughout the customer lifecycle by transforming each touchpoint in opportunities to build brand engagement, trust and loyalty.

A day in the life…

• Serve customers in inbound and outbound contacts by phone and/or in written directly
• Serve customers and engage with them in the rest of new, modern and innovative touchpoints such as Live Chat, emails, What’s App and Social media
• Achieve high customer satisfaction through personalized and professional communication 
• Inspire customers with authenticity and help them explore their options for a tailormade coffee experience proposal
• Create customer retention and sales opportunities across outbound and inbound contacts
• Operate all tools and platforms available, such as ERP and intranet, in a steady and agile way 
• Impact the customer effort positively by addressing obstacles diligently, ask questions, offer solutions and follow-up to avoid multiple problem-solving contacts, while managing exceptionally complaints 

What Makes You Successful

• Experience at least 1 year in Customer service & Sales
• Excellent tone of voice: orally and written, exceptional manners and vocabulary
• Experience in multi-task and fast-paced environment, using multiple digital tools and software
• Multitasking abilities, being able to work in parallel systems and different software’s
• Mastery of CRM and customer service tools as well as Microsoft office package (word, excel)
• Proactive cooperation, initiative, results focus
• Fluency in Greek and English