Location: Lisboa /Braga (Portugal)
Company: Nestlé Business Solutions (NBS)
Full-time/Hybrid Work: 2 days per week at the office (aligned with our current Policy)
Languages: Fluent in English
About us
Nestlé Business Solutions (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.
We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.
If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!
At Nestlé Business Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.
We are currently seeking a Team Lead for our Nestlé Business Services. In this role, you will report to the CRC Operations Lead and be responsible for leading a team of Customer Service Specialists. You will oversee daily customer interactions, ensuring the delivery of exceptional service while maintaining high-quality standards. Your leadership will be crucial in fostering a positive team environment and driving continuous improvement in customer service excellence.
Lead a team of CRC Experts to achieve high-quality business objectives, exemplifying effective team management and fostering a culture of training and development to build a high-performance team
Act as a brand ambassador, motivating, engaging, and inspiring staff while contributing to continuous improvement initiatives, serving as a vital link between CRC management and frontline teams
Ensure effective communication with CRC Experts, keeping them informed about new activities, events, product launches, and promotional offers.• Drive customer retention by implementing proven and tailored solutions, while also supporting internal customers with innovative approaches
Propose suitable solutions for customers and Customer Service Specialists, ensuring the team understands and effectively utilizes relevant offers and promotions
Monitor and analyze team performance against established quality and efficiency metrics, benchmarking against other CRC teams to identify areas for improvement
Collaborate actively with CRC support functions (Traffic and Workforce, Quality, Second Level) to systematically identify improvement opportunities that enhance customer experience and CRC efficiency
Address performance and behavioral issues among team members promptly and fairly, in alignment with the Nestlé Leadership Framework
What will make you successful
A minimum of one to two years of experience in a customer-facing role, specifically as a Team Leader (mandatory)
Exceptional verbal and written communication skills, including proficiency in telephone etiquette
Strong conflict resolution abilities to effectively address and manage customer and team issues
Experience in coaching and training is a valuable asset
Proficient in Microsoft Office Suite (Outlook, PowerPoint, Excel) and familiar with telephony systems (e.g., Genesys or similar)
Fluent in English (Level C1)
Demonstrated capability to manage multiple tasks effectively in a fast-paced environment
A strong work ethic and a commitment to respectfulness in all interactions
Familiarity with labor legislation is considered an asset
Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:
Shop with special discounts for employees
Company equipment according to professional needs
Medical support available at the office
E-learning courses and training program to get you where you aim to be
