Customer Service Manager
• Nespresso in Italy, Milan HQ (Assago)• Nespresso Customer Care Service Department• Permanent Contract• Minimum 2 years of experience in similar role• Fluent Italian and English• Nestlé/Nespresso welcomes people with disabilitiesPosition SummaryThe Customer Service Manager is responsible for the support and continuous improvement of the activities carried out by the outsourcer, to facilitate their operation through initiatives across the functions or fuel sales and service team or process engineer with area of intervention. We are looking for a talented and driven person, focused on process optimization and continuous improvement. Key Responsibilities:Maintain and improve a KPI dashboard, identify and propose new KPI to address trends and performance; highlight and anticipate possible issues; provide Pareto and analysis. Identify improvement areas, actively promote continuous improvement approach; propose improvement projects setting the scope, quantify cost and benefit, identify team, create a schedule plan, manage kickoff and gates. Monitor progress of initiatives, tracking measures and providing relevant information to relevant functions. Ensure communication and collaboration with other functional departments (marketing, B2C, finance, and supply) and between outsourcer for a quick reaction to urgencies or issues. Manage Compliance for Contact Center Activities and DRP or BCP. What will make you successful? 2 years relevant and successful operational experience. Experience in a market/business environment: Customer Care or Customer Service role. Relevant operational experience at market/business level, in the operation area is beneficial. Fluent in English. Who We Are, What We Believe InWe are Nestlé.
We are the Good food, Good life company.
Good food, Good life is our promise; it is a daily commitment.
It is only thanks to our people that we can make a difference and realize this belief: we call them Good People. At Nestlé, we believe that recognition, inclusion, and valorization of diversity can make us grow both as individuals and as a company. This is why we promote a work environment, a business culture, and a leadership model that guarantee equal opportunities for everyone and at all organizational levels.
We believe diversity is a winning factor and we always encourage our people to share ideas and collaborate. Here at Nestlé, you will also be able to be part of the Emotional Communities, groups of colleagues of different functions and seniorities who come together with the aim of spreading a corporate culture that allows everyone to freely express their passions and identities. LGBT +, Gender Balance, Young, Disability, Volunteering, Green, Multiculturalism are just some of the communities that you can be part of. Diversity is a fact, inclusion is a choice and we have chosen to be inclusive.
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