Senior Customer Service Representative

Senior Customer Service Representative,

Nespresso, New York

Full Job Description

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you’ll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. We’re committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change.

Nespresso’s careers are brimming with first-rate opportunities to push the boundaries of coffee exploration throughout our factories, boutiques, and office locations. The Senior Customer Service Representative (Escalations) will act as a brand ambassador providing exceptional tier 2 escalation support through a dedicated hotline, providing the Omni Channel with dedicated escalation support, and servicing all customer inquiries. Additionally, this role will provide back office operational support to the call center, outsourcer, and any departments facing customer service inquiries for customer resolutions. This role will also resolve accounts that meet fraudulent order guidelines to minimize customer fraud.

Responsibilities

• Assist internal and external Reps/Stakeholders with support via a dedicated phone loop, managing follow-ups, email inbox, and Meridian.
• Interface with escalated level 2 calls transferred from internal and external Reps/Stakeholders in cases where customer contact could not be handled satisfactorily on first contact to resolve customer inquiries and situations.
• Provide feedback to Stakeholders based on these calls to attain maximum quality and efficiency in ensuring first call resolution.
• Manage and respond to customers, CRC, and internal Nespresso departments regularly to provide accurate and timely information.
• Repair relationships with Nespresso customers, handle machine questions, answer information requests or complaints and bring the most appropriate answer/solution according to CRC Guidelines aiming at first contact resolution as well as ensure database integrity.
• Outbound calling to members / stakeholders for various activities.
• Handling all International CRC and Machine Escalations that come through department.
• Handle in-bound calls from customers who have questions or concerns about technical issues with their equipment or services.
• Effectively troubleshoot and evaluate the needs of each customer to identify the best solution in the interest of providing an outstanding and personalized customer experience.
• Solve customer requests, raised through any channel of contact using the right tone of voice adapted to the channel and situation.
• Identify and report any potential issues surrounding the operation, customer experience and overall journey of products and services to club member.
• Act as primary support to inbound customer service reps; provide resolutions to customer issues surrounding orders, including suspicious/fraud orders.
• Perform additional duties and special projects as assigned by direct Supervisor.

Requirements

• High School Diploma or GED required.
• 1+ years of experience working as a Customer Service Representative or in a Back Office Administrative Support role required, preferably in a call center environment.
• Demonstrated proficiency in MS Office (Word/Exccel/PowerPoint/Outlook) required.
• Must have excellent customer service, communication (oral and written) and organizational skills.
• Ability to multi-task, prioritize tasks and must have open availability to work Monday to Saturday (mornings/afternoons/evenings).
• Must be willing to work under pressure to meet tight deadlines with minimal supervision.
• Must possess excellent time management and critical thinking skills, with strong attention to detail.

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