Position Snapshot
Location: Linda-a-Velha (Lisbon) / Braga
Company: Nestlé Business Services
Full-time/Hybrid mode
Fluent in English (Level C1)
About Us
Nestlé Business Services (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 Services (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position.
Position Summary
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.
A Day in the Life of...
- 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.
What We Offer
At NBS, we prioritize our talent and are committed to fostering an engaging environment where our teams can excel in their professional performance while also supporting personal development and work-life balance. By joining us, you will benefit from:
Development of expertise in Nestlé’s Shared Services Business- Immersion in a culturally diverse team
- Opportunities for local and international exposure
- Flexible working environment
- Engagement and well-being activities
- Competitive salary with an annual bonus based on performance
- Meal allowance card
- Access to a credit club
- Flexible benefits: Choose the options that best suit your needs (e.g., health insurance, gym memberships, professional training, etc.)
- Membership in the Nestlé Club, offering discounts with various partners
- Complimentary high-quality coffee at the office
- Special discounts for employees at select retailers
- Provision of company equipment tailored to professional needs
- On-site medical support available at our office
- Access to e-learning courses and training programs to help you achieve your career goals
- Opportunities for career progression and international career possibilities
