Customer Service & Sales Expert OOH

Position Snapshot

Location: Sion, Switzerland
Company: Nespresso Swiss Market
Act. Rate: 80-100%
Type of contract: Permanent contract

What we offer at Nespresso

Flexible work guidelines in terms of core hours and working from home. Please talk to us during the recruitment process about what flexibility could look like for you!
Genuine opportunities for career and personal development
Modern "smart office" locations providing agile & collaborative workspaces
Dynamic international working environment
Attractive additional benefits
The opportunity to be part of a B Corp certified company and one of the world's most trusted brands

Position Summary

At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better. We place people at the heart of our success - all 14,000 of them. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow together. Quality and sustainability are core to who we are and critical to our vision of driving positive change. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other.
To achieve this, we live by four behaviours. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can. What about you? Want to be part of this exciting journey? Join the Nespresso team! And reimagine what coffee can be. Reimagine what you can become. Together we grow as individuals and teams. And as an organization. Apply online at www.nespresso.com/careers

As a "Customer Service & Sales Expert", you will accompany B2C Offices and B2B customers throughout their lifecycle, understand their specific needs and creating sales and new digital touchpoints opportunities. Using your functional, service and sales expertise, you will be the customers' privileged point of contact for support at Nespresso, engaging with them as a trusted business partner. In this position, you will assist the first line (internal and outsourced) in resolving customer requests alongside Leadership and Support Functions.

A Day in the Life of a Customer Service & Sales Expert

• Serve customers through inbound and outbound by phone and in written, addressing their specific needs and expectations
• Support internal customers across segments and departments, providing expert assistance in operational processes
• Communicate efficiently and professionally, considering the impact of each word and phrasing
• Minimize customer effort by addressing obstacles promptly, offering solutions, and ensuring follow-up
• Deliver exceptional service to both internal and external customers, balancing adherence to processes with reasoned exceptions
• Ensure data quality and follow-up for B2B & B2C Office interactions
• Become an expert in Nespresso products and sustainability, continuously learning and integrating available information to increase sales, basket value, and capsule volume
• Provide back-office support to the B2B Commercial team in contract and customer data management
• Influence customer retention through tailor-made solutions and agile decision-making

What will make you successful

• At least 2-3 years of experience in a contact center
• Strong background in customer service voice and digital, with solid sales experience
• Previous experience in a B2B environment (offices and/or hotels restaurants, cafés) is a plus, ideally in a customer service or commercial function
• Fluent in French and English, German is a plus