CES Performance Specialist - German Speaker

Position SnapshotLocation: Braga or Lisbon (Portugal)Company: Nestlé Business Services (NBS)Full-time/Hybrid mode (2 days in the office per week according to our internal policy)Fluent in GermanAbout UsNestlé 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 special needs, count on us to adapt your position.Position SummaryThe main purpose of the Consumer Engagement Performance Specialist is to execute a global quality program that is aimed at making Consumer Engagement Services (CES) Europe operations significantly more reliable and geared to deliver excellent consumer experience.A Day in the life of...Development and implementation of standard methodologies of trainingProvide training classes to new employees and/or Service providing staff to ensure the quality of procedures according to the guidelinesLeverage the Learning Management System to ensure training development and the accuracy of recordsReview and ensure the training materials and the Learnings' assets are monitored and maintained to quality standardsBuild, implement and monitor audit control for HR Operations to help the team achieve specific goals related with quality, quantity and documentation of calls and transactions, maintaining high level of data integrity, ensuring continuous integration of QA feedbackAssist the surveys related with Voice of Customer (VoC) programRepair and maintain quality to different types of documentation inside the departmentParticipate in project teams to improve the competency-based training program and Development Sciences to ensure they fit the Quality practices implemented throughout key functional areas within Development SciencesPartner with key stakeholders across the organization to address training compliance-related issues and work proactively to improve processes or provide training support services that reduces training risksWhat Will Make You SuccessfulAdvanced in GermanFluent in English. Portuguese is a plusExperience using help desk software and remote support toolsKnowledge of CRM systems and social media/Community ManagementPrevious knowledge on Consumer Handling (3-year experience)Strong communication skillsDemonstrate excellence in 'change management' skills and learning agilityHigh analytical skills and insightfulCapable of problem-solving and handle stressful situationsAbility to demonstrate a high degree of energy, passion, inspirational leadership, and strong focus on consumer engagement, collaboration and satisfactionDemonstrable excellence in 'change management' skills and learning agilityExperienced in leading, training and coaching teamsWhat We OfferHere at NBS Lisbon 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 NBS Lisbon will bring you:Development of expertise in Nestlé’s Shared Services BusinessImmersion in a culturally diverse teamLocal and International ExposureFlexible working environmentEngagement and wellbeing activitiesCompetitive salary and annual bonus according to your performanceMeal CardFlex Benefits - At NBS Lisbon you can chose what benefit is more suitable to youMake part of the Nestlé Club and get discount in several partnersFree coffee (and good coffee)Company laptop and other equipment according to professional needsMedical Support available at the OfficeFree ShuttleE-learning courses and training program to get you where you aim to beCareer progression and possibilities for International Career