Customer Service Team Leader

Position Snapshot

Location: Lisboa /Braga (Portugal)

Company: Nestlé Business Solutions (NBS)

Full-time/Hybrid Work: 2 days per week at the office (aligned with our current Policy)

Languages: Fluent in English

About us

Nestlé Business Solutions (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 Solutions (NBS), diversity and inclusion are core values. If you have any special 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

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:

• Development of expertise in Nestlé’s Shared Solutions Business
• Immersion in a culturally diverse team
• Local and international exposure
• Flexible working environment
• Engagement and wellbeing activities
• Competitive salary and annual bonus according to your performance
• Meal allowance card
• Flex Benefits - at NBS you can choose what benefits are more suitable for you
• Make part of the Nestlé Club and get discount in several partners
• Free coffee (and good coffee) at the office
• Shop with special discounts for employees
• Company equipment according to professional needs
• Medical support available at the office

• E-learning courses and training program to get you where you aim to be

• Career progression and possibilities for international career