crc training specialist

Nestlé

<div><p>CRC Training Specialist</p><p><b>
Position Snapshot</b></p><p>
Location: Cairo, Egypt</p><p>
Company: Nestl&eacute; Business Solutions</p><p>
Full-time/Hybrid mode</p><p><b>
Fluent in English (Level C1)</b></p><p></p><p><b><br>
About Us</b></p><p><b>
Nestl&eacute; Business Solutions (NBS)</b> is at the heart of the <b>Nestl&eacute; Group</b>. We provide Supply Chain, Financial, HR, Digital &amp; Social Media, CRM and Consumer Engagement services to enable Nestl&eacute; 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.</p><p>
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.</p><p><b>
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!</b></p><p><b>
At Nestl&eacute; Business Solutions (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position.</b></p><p></p><p><b><br>
Position Summary</b></p><p>
We are seeking a <b>Training Specialist</b> who will play a role in enhancing the training of our Customer Service Specialists. This position will involve designing and delivering training programs that improve the skills and competencies of our team members.</p><p></p><p><b><br>
A Day in the Life of...</b></p><p><b>
Training:</b></p><ul><li>
Deliver training on essential skills and knowledge required for customer-facing roles, ensuring all team members meet minimum competency standards. Conduct impersonation activities to help employees develop interpersonal skills, including negotiation, teamwork, and conflict management.</li><li>
Proactively identify personal performance and knowledge gaps and take ownership of a development plan to address these areas. Engage in ongoing learning to stay updated with new knowledge and skills relevant to the role.</li><li>
Skillfully manage challenging conversations and objections, providing valuable solutions to Customer Service Specialists and Team Leaders. Utilize learned techniques such as objection handling, active listening, and open questioning.</li><li>
Act as an ambassador for the client brand, possessing specialized knowledge of its products, services, and sustainability commitments. Continuously enhance personal expertise in coffee, related products and processes.</li><li>
Work closely with Team Leaders and Managers to promote on-the-job training initiatives, particularly in handling difficult customer cases. Organize training courses to prepare employees for career advancement opportunities.</li></ul><p></p><p><b><br>
What Will Make You Successful</b></p><ul><li>
University degree or equivalent in commercial or business studies is required</li><li>
1-2 years of experience as a Customer Service Trainer or similar role</li><li>
Certifications in methodologies (Six Sigma, Lean, PDCA, etc.) is an asset</li><li>
Premium brands expertise is an Asset</li><li>
Analytics skills &amp; clear communication skills (including telephone, written label)</li><li>
Coaching training and/or previous experience</li><li>
Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)</li><li><b>
Fluent in English (Level C1)</b></li><li>
Strong work ethic and respectfulness required</li><li>
Labor legislation knowledge is required</li></ul></div>

CRC Training Specialist

<div><div><b>Nespresso CRC Team Leader</b><br>
<br>
<b>POSITION SNAPSHOT</b></div><div><br>
Location: Cairo, Egypt<br>
Company: Nestl&eacute; Business Solutions</div><div>
Full-time/Hybrid mode
</div><div><b>Fluent in English (Level C1)</b></div><div></div><div><b><br>
POSITION SUMMARY</b></div><div><br>
Joining Nestl&eacute; means you are joining the largest food and Beverage Company in the world. At our very core, we are a human environment &ndash; passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.</div><div></div><div><br>
As a team leader you will be responsible for a team of contact center experts, overseeing the day-to-day contacts of customers, ensuring the maintenance of high-quality standards and service. Leads a team of CRC Experts to provide high-quality business goals, role modeling, and team management, including effective training and development of a high-performance team. Serves as a brand ambassador to motivate, engage and inspire staff and contribute to continuous improvement projects, being the key enabler between CRC management and frontline teams.</div><div><b><br>
A DAY IN THE LIFE &hellip;</b></div><div></div><div><b><br>
Customer Experience:</b></div><div><b><br>
</b></div><ul><li>Ensure effective and efficient communication with CRC Experts to keep them informed about new activities, events, product launches, promotional offers</li></ul><br>
<div></div><ul><li>
Contributes to customer retention through proven and customized solutions as well as through new solutions by supporting internal customers.</li></ul><br>
<div></div><ul><li>
Proposes appropriate solutions for Customers and/or CRC Specialists</li></ul><br>
<div></div><ul><li>
Expert coffee coaches to analyze customer history and habits to identify possible reasons for future contacts and address them to avoid more contacts in all customer scenarios (information, technical offer, order etc)</li></ul><br>
<div></div><ul><li>
Be an ambassador and having specialized knowledge of Nespresso's products, services and sustainability commitments, continuously learns and takes advantage of new knowledge and skills in his own work.</li><li>
Understands what makes the purpose of the Nespresso brand and the customer experience distinct.</li></ul><br>
<div></div><ul><li>
You can leverage our unique brand promise to elevate every customer contact experience and empower staff to do the same.</li></ul><div></div><div><b><br>
Sales Techniques:</b></div><div><br>
</div><ul><li>Ensures that the team understands and appropriately uses relevant offers and promotions.</li></ul><br>
<div></div><ul><li>
Share key learning with team members and facilitate sharing of best practices to maximize customer focus, sales opportunities, brand retention and advocacy.</li></ul><br>
<div></div><ul><li>
Intervenes promptly to help the team solve any growing issues and block points around sales or customer retention.</li></ul><div></div><div><b><br>
Operational Excellence:</b></div><div><br>
</div><ul><li>Promotes and strengthens adherence to the Unit's and CRC's strategy, translating objectives and operational plans into practical projects and actions for the CRC Specialist team.</li></ul><br>
<div></div><ul><li>
CRC Specialist Trainers in developing customer experience skills, sales opportunities, storytelling, tone of voice and writing, objection handling, goodwill gestures, avoidance of next issue (analysis of customer history and habits, anticipation of future cases) and continuous improvement.</li></ul><br>
<div></div><ul><li>
Monitors and analysis of performance based on clear expectations, taking into account quality and efficiency metrics, comparing them with other CRC teams.</li></ul><br>
<div></div><ul><li>
Hears or reads communications/responses from the coffee expert and assesses the quality of interactions, gives regular feedback and animates performance sessions with the team itself on sales results and other business opportunities. Recognizes and rewards good performance and supports CRC Experts in their development plans, also providing constructive feedback</li></ul><br>
<div></div><ul><li>
Enables corrective action plans to correct performance failures in collaboration with OMNI Channel Client Feedback Manager, Traffic and Workforce Manager, and Unit Manager (when applicable).</li></ul><br>
<div></div><ul><li>
Actively collaborates with CRC support functions (Traffic and Workforce, Quality, Second Level) to systematically identify areas and levels of improvement to improve customer experience and CRC efficiency.</li></ul><br>
<div></div><ul><li>
Monitor, report, and manage absences and delays; Optimizes staff staffing according to Workforce management team</li></ul><br>
<div></div><ul><li>
Implements data quality and tracking across all interactions and channels.</li></ul><br>
<div></div><ul><li>
Send issues to the relevant department to ensure fast resolution of all requests.</li></ul><br>
<div></div><ul><li>
It liaises with relevant stakeholders within and outside the CRC to address the key areas where CRC specialists need support, such as training, IT developments, process updating and continuous improvement.</li></ul><div></div><div><b><br>
Team Management:</b></div><div><br>
</div><ul><li>Ensures that Nespresso HR&rsquo;s management principles, policies, and processes are enforced</li></ul><br>
<div></div><ul><li>
Applies the PDP loop with team members to handle performance and development conversations and provide regular feedback</li></ul><br>
<div></div><ul><li>
Participates in Talent Acquisition and Succession Planning.</li></ul><br>
<div></div><ul><li>
Participates in the process of recruiting new coffee specialists</li></ul><br>
<div></div><ul><li>
It recognizes the talents and encourages team members to develop with the available tools (training, professional enrichment and networking).</li></ul><br>
<div></div><ul><li>
Rewards and recognition are knowledge sharing and collaboration to ensure staff remain motivated to contribute.</li></ul><br>
<div></div><ul><li>
Resolves performance and/or behavior issues of team members in a timely and fair manner in accordance with the Nestl&eacute; Leadership Framework</li></ul><div></div><div><b><br>
ARE YOU A FIT?</b></div><br>
<div></div><ul><li>
Bachelor&rsquo;s degree in marketing, business studies, communications, journalism, media studies, psychology.</li><li>
Customer service and sales expertise, in B2C and/or B2B (customer focus, products, services, contracts, payment terms, delivery)</li><li>
Customer service and sales expertise, in B2C and/or B2B.</li><li>
products, services, contracts, payment terms, delivery) 3 years</li><li>
Previous experience of people management or training</li><li>
Experience in management change.</li><li>
Strong interpersonal skills, team-oriented attitude.</li><li>
Strong verbal and written communication skills in <b>English.</b></li><li>
Ability to multitask and prioritize.</li><li>
Interest in digital and social media industry, current online trends and marketing tactics</li><li>
Capacity to learn new skills and master new tools is a must.</li><li>
Attention to details.</li></ul></div>

Nespresso CRC Team Leader

<div><p>Nespresso CRC Quality Specialist</p><p><b>
Position Snapshot</b></p><p>
Location: NBS Cairo, Egypt</p><p>
Company: Nestl&eacute; Business Solutions</p><p>
Full-time/Hybrid mode</p><p><b>
Fluent in English (Level C1)</b></p><p><b>
About Us</b></p><p><b>
Nestl&eacute; Business Solutions (NBS)</b> is at the heart of the <b>Nestl&eacute; Group</b>. We provide Supply Chain, Financial, HR, Digital &amp; Social Media, CRM and Consumer Engagement services to enable Nestl&eacute; 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.</p><p>
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.</p><p><b>
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!</b></p><p><b>
At Nestl&eacute; Business Solutions (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position.</b></p><p></p><p><b><br>
Position Summary</b></p><p>
We are seeking a <b>Quality Specialist</b> who will play a role in enhancing the quality of customer interactions. This position will involve monitoring and evaluating the quality of digitally assisted and human interactions, as well as designing and delivering training programs that improve the skills and competencies of our team members.</p><p></p><p><b><br>
A Day in the Life of...</b></p><p><b>
Quality Assurance:</b></p><ul><li>
Monitor and evaluate the quality of customer interactions across digital and human-assisted channels to ensure compliance and enhance customer advocacy.</li><li>
Translate brand purpose and tone of voice into observable behaviors for Customer Service Specialists.</li><li>
Conduct quality monitoring and evaluations, providing constructive feedback to foster development.</li><li>
Conduct coaching sessions with the CRC team to deliver feedback and coaching on their monitored transactions.</li><li>
Lead quality calibration sessions with Team Leaders and external partners to ensure consistent evaluation standards.</li><li>
Analyze customer inquiries to identify opportunities for improvement and propose actionable plans.</li><li>
Compile and distribute quality assurance reports for all interaction types.</li>
Conduct individual and collective quality sessions to supports the CRC team in understanding the scope and quality tools.<br>
<li>
<br>
<br>
</li></ul><p><b>What Will Make You Successful</b></p><ul><li>
University degree or equivalent in commercial or business studies is required</li><li>
Experience as a Customer Service Quality Assurance or similar role (mandatory)</li><li>
Certifications in Quality tools and methodologies (Six Sigma, Lean, PDCA, etc) is an asset</li><li>
Premium brands expertise is an Asset</li><li>
Analytics skills &amp; clear communication skills (including telephone, written label)</li><li>
Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)</li><li><b>
Fluent in English (Level C1)</b></li><li>
Strong work ethic and respectfulness required</li><li>
Labor legislation knowledge is required</li></ul></div>

CRC Quality Specialist

<div>
 <strong>
  Job Title: Nespresso Customer Service Specialist
  <br/>
  <br/>
 </strong>
 <strong>
  Position Snapshot
  <br/>
  <br/>
 </strong>
 Location: Cairo, Egypt
 <br/>
 <br/>
 Company: Nestl&eacute; Business Solutions
 <br/>
 <br/>
 Full-time/Hybrid mode
 <br/>
 <br/>
 <strong>
  Fluent in English (Level C1)
  <br/>
  <br/>
 </strong>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 <strong>
  Nestl&eacute; Business Solutions (NBS)
 </strong>
 is at the heart of the Nestl&eacute; Group. We provide Supply Chain, Financial, HR, Digital &amp; Social Media, CRM and Consumer Engagement services to enable Nestl&eacute; &mdash; and iconic brands like Nespresso &mdash; to engage with millions of consumers worldwide.
 <br/>
 <br/>
 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.
 <br/>
 <br/>
 <strong>
  If this describes you and you are looking to join a business where you can really add value &mdash; supporting the Customer Relationship Center (CRC) of the premium brand Nespresso &mdash; then this is your opportunity to join Nestl&eacute; Business Solutions (NBS) and be part of the Nespresso experience.
  <br/>
  <br/>
 </strong>
 <strong>
  At Nestl&eacute; Business Solutions (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position.
  <br/>
  <br/>
 </strong>
 <strong>
  Position Summary
  <br/>
  <br/>
 </strong>
 <strong>
  For our Nestl&eacute; Business Solutions, we are currently looking for a Customer Service Specialist to work the Nespresso brand. This professional will be responsible for all the front office contacts with customers.
  <br/>
  <br/>
 </strong>
 <strong>
  A Day in the Life of...
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Engage with customers across various communication channels, including voice, email, and chat, for both B2C and B2B channels.
  </li>
  <li>
   Welcome customers and effectively identify their needs to provide tailored solutions.
  </li>
  <li>
   Elevate customer satisfaction in every interaction, ensuring a positive and lasting impression.
  </li>
  <li>
   Prioritize first-contact resolution to enhance the customer experience and streamline service delivery.
  </li>
  <li>
   Ensure effective complain management by handling customer complaints with empathy and efficiency, transforming feedback into opportunities for service improvement.
  </li>
  <li>
   Advise customers and potential clients on our diverse range of products and services, fostering informed decision-making.
  </li>
  <li>
   Spark customer interest by showcasing our complete product offerings and their benefits.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What Will Make You Successful
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   0-2 years of experience in a customer-engagement services (mandatory)
  </li>
  <li>
   Proficiency in Microsoft Office (Outlook, PowerPoint, Excel, etc.)
  </li>
  <li>
   Fluent in English (C1 level)
  </li>
  <li>
   Excellent interpersonal and communication skills
  </li>
  <li>
   Ability to multitask effectively
  </li>
  <li>
   Positive mindset with a strong eagerness to learn and collaborate as a team player
  </li>
  <li>
   Strong organizational and prioritization skills to excel in a fast-paced environment
  </li>
  <li>
   Demonstrated work ethic and respectfulness.
  </li>
 </ul>
</div>


CRC Coffee Specialist

The Address Investments

<div>
 <p>
  <strong>
   Company Description
  </strong>
 </p>
 <p>
  'The Address Investments' is a leading real estate company in Egypt, focused on providing clients with their dream homes through a variety of developments tailored to suit their budget. With a strong emphasis on customer satisfaction and a proactive team, we strive to set industry standards and position ourselves as pioneers in the real estate field. Our unique approach and strong relationships with developers allow us to offer homes within hundreds of projects in Egypt.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Role Description
  </strong>
 </p>
 <p>
  This is a full-time on-site Sales Specialist role located in New Cairo at 'The Address Investments'. The Sales Specialist will be responsible for daily tasks related to communication, customer service, sales, training, and sales management.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Communication and Customer Service skills
  </li>
  <li>
   Sales and Sales Management abilities
  </li>
  <li>
   Training experience or relevant coursework
  </li>
  <li>
   Strong interpersonal skills
  </li>
  <li>
   Experience in the real estate industry is a plus
  </li>
  <li>
   Bachelor's degree in Business, Marketing, or related field
  </li>
 </ul>
 <p>
 </p>
</div>


Sales Agent - Fresh Graduate

Real Estate Sales Agent

Axios International

<p></p><div><p><b>Position: </b>Patient Care Specialist</p><p></p><p><b><br>
Position Purpose</b><br>
The Patient Care Specialist plays a vital role in supporting and managing Patient Support Programs, ensuring that patients receive timely, compassionate, and professional assistance throughout their treatment journey.<br>
The Patient Care Specialist serves as a trusted advocate and a caring voice, ensuring no patient lives their patient support program journey alone. From coordinating services to providing guidance and quality care, the Patient Care Specialist brings clarity, transparency, guidance, direction, education, and awareness to the patient support program journey. Whether in the field or the office, every action is taken to make each patient&rsquo;s experience convenient and compliant.<br>
At its core, this role is about removing barriers to care and ultimately expanding access strategies around the globe, so patients have the chance to receive and maximize the medical benefits and support they deserve.</p><div><br>
<b>
 Duties and Responsibilities</b><br>
<ul><li>Assist the line manager and assigned program team in effectively managing Patient Support Program(s) by liaising with key stakeholders.</li><li>Ensure timely enrolment of eligible patients in accordance with defined workflow and program timelines.</li><li>Educate and coordinate with patients to facilitate a seamless enrollment process aligned with program procedures.</li><li>Maintain accurate, complete patient files, prepared for timely submission in line with project standards.</li><li>Accompany team members on visits to healthcare providers, pharmacies, or patient support sites to support program implementation.</li><li>Ensure patients receive their medications efficiently and without delay.</li><li>Prepare and maintain regular reports on program performance, including patient numbers, services provided, and quality assurance metrics, in collaboration with the team.</li><li>Maintain and update electronic records related to patient data and quality assurance.</li><li>Participate in and complete all required training, including product training, pharmacovigilance, and any other client-provided or Axios-mandated trainings.</li><li>Report any adverse events or product complaints in line with client requirements and Axios Standard Operating Policies and Procedures (SOPPs).</li><li>Perform administrative duties related to program operations and general office support.</li><li>Utilize Axios&rsquo; Patient Management System (PMS) exclusively for all program activities.</li><li>Ensure a solid understanding and consistent application of international standards and relevant Axios policies and procedures.</li><li>Comply with all applicable laws, regulations, Axios Code of Conduct, and internal SOPPs.</li><li>Promote awareness of escalation protocols for any deviations or non-compliance issues.</li><li>Support governance and operational monitoring activities across all Axios programs.</li><li>Provide guidance, training, and ongoing support to subordinates and newly onboarded team members to ensure smooth integration and performance.</li><li>Liaise with external stakeholders to ensure clear, effective, and professional communication.</li><li>Monitor and maintain performance KPIs by analyzing reports and implementing action plans to meet established standards</li><li>Collaborate with various internal divisions to ensure alignment</li><li>Ensure proper utilization of all provided digital platforms for both internal and external usage</li><li>Conduct quality assurance and monitoring procedures for Patient Safety Data reporting</li><li>Perform additional duties as assigned by your line manager</li></ul></div><br>
<p></p>
<div><b>
Relationships</b><br>
<ul><li>Work closely with the Line Manager and program team members.</li><li>Work with the related divisions of Axios.</li><li>Maintain ongoing and frequent communication with Axios staff.</li><li>External Partners.</li></ul></div><p></p><div><b><br>
Competencies</b><br>
<ul><li>Application of job knowledge.</li><li>Concern for order and quality.</li><li>Adaptability and flexibility.</li><li>Dependability.</li><li>Teamwork.</li></ul></div><p></p><div><b><br>
 Educational Background and Experience</b><br>
<ul><li>A degree in a Scientific or healthcare-related field is preferred</li><li>Hands-on experience in a healthcare or scientific field or NGO is ideal</li><li>Experience in data monitoring and management is an advantage.</li><li>Experience coordinating and handling logistics/supply chain is a plus</li><li>Experience in customer service management</li></ul></div><br>
<p></p>
<p><b>
Benefits of working with Axios include</b>:</p><br>
<ul>
<li>Paying fair market value</li>
<li>Annual performance-based bonus (based on role, levels, and contract)</li>
<li>Premium Private health insurance</li>
<li>Career progression aligned with a competency framework . Humanitarian Impact: Contribute to patient support programs that make a meaningful difference in patients lives.</li>
<li>Learning Exposure: Expand your expertise through hands-on experience in global health initiatives and patient-focused programs.</li></ul><p></p><div><b><br>
Job Circumstances</b><br>
<ul><li>The position is based in our regional office, and it does entail frequent travel to Clients and partners, which may be outside your designated region.</li><li>Flexibility in ability to travel as well as working hours is essential.</li></ul></div></div><p></p>

Patient Care Specialist (Egypt)

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