蚌埠招聘

职位描述：
Nespresso – Ultimate Coffee Experience
Created in 1986, Nespresso pioneered the portioned coffee segment and has been continuously innovating to deliver the highest quality coffee experiences to consumers worldwide. Since this beginning, the company has transformed coffee culture and become the reference for portioned coffee worldwide. With a focus on both direct-to-consumer and business-to-business sales, Nespresso is strongly positioned in the most dynamic and fastest growing segment of the global coffee market. The strength of the brand, the quality of our coffees and our unique service offering provide us with exciting growth opportunities to further engage coffee lovers who demand authentic quality and moments of pleasure.

As an autonomous globally managed business of the Nestlé Group, Nespresso continues to define and shape the industry through constant innovation, renewal and engagement.

To learn more about Nespresso, please visit http://www.nespresso.com/cn/en

Nespresso CRC Coffee Specialist / Senior Coffee Specialist
Act as an ambassador of the Nespresso brand in our Customer Relationship Centers. He/she is the main and privileged contact point with the customer with whom he/she is in direct contact by telephone or mail. The Coffee Specialist is responsible for taking orders, understanding and satisfying customer needs, listening, informing and proposing solutions to customer problems.
Location: Xikang Road, Shanghai
Job Responsibilities:
B2C, B2B Inbound phone contacts
- Registration of new B2C customers: welcoming, creating account, presenting the Club, issue resolution, taking the first order.
- Taking orders: customer identification, entering up to date information in the system, taking order, checking orders in progress, reformulating order, cross- and up-selling
- Handling machine questions/issues: diagnose machine problems, solve the customer’s difficulties by phone or set in motion the appropriate maintenance procedure
- Answering information requests or complaints: understand customer request/complaint, appropriately answer according to CRC Guidelines
- Ensure database integrity: continuously update customer details, efficiently use follow-ups

B2C, B2B Outbound phone contacts
- Execution of programs: optimize use of outbound call lists, study account details to understand customer profile, perform call according to each program’s specific objectives

B2C, B2B Web/mail/fax contacts
- Order processing: enter or check order in system, update customer details if needed
- Answering information requests or complaints: understand customer request/complaint, use the most appropriate mail/email template to answer request or solve issue, personalize answer when needed

Job requirements:
- 1 – 4 years of experience in customer relationship centers with up market customers
- Perfect knowledge of the languages of the countries served (verbal & written)
- Expertise in verbal communication for each type of customer (open minded, listening, understanding of customer’s needs and ability to capture customer’s interest)
- Courtesy
- Good knowledge of Microsoft Office
- Problem identification and solving
- Ability to multi tasks
- Stress resilience
- Attention to detail
- Strong interest in our products and in coffee in particular
- Flexibility and Willingness to work in a shift planning environment
- Fluent English or Cantonese is plus

雀巢（中国）有限公司隶属于总部位于瑞士的全球***的食品饮料公司——雀巢全球集团。雀巢专业餐饮是雀巢集团全球管理业务单元之一，是雀巢集团在中国的一个主要增长驱动。我们专注于餐饮市场，运用专业知识，为客户提供品牌、创新及盈利的食品和饮料解决方案。我们的合作伙伴包括如中西餐厅、休闲餐饮及各国际连锁酒店等。

除长期合作伙伴太太乐及豪吉之外，雀巢于2011年与领先食品公司银鹭及徐福记签订合资协议。2012年底，雀巢完成对婴儿营养领先品牌惠氏营养品的全球收购，为雀巢大中华区营运添了1,500名员工及一家工厂。

雀巢在中国经营33个先进生产设施及雇用约50,000名员工（包括合资公司及惠氏营养品的员工）。雀巢（中国）有限公司通过覆盖整个大中华区的市场推广、销售及分销网络，确保为消费者提供营养美味的产品、随时随地、随意乐享。

雀巢始终坚信人的因素***。因此，我们提供的不仅仅是一份工作，也是一个长期的职业生涯发展，不仅仅是一份理想的职业，更是一个可预见的光明的未来。加入雀巢的每一位员工都在为建立和打造雀巢的未来——为我们的消费者、同事和自己创造更高品质的生活而努力着。