Sales & Service Analyst

1 week ago

Rhodes, Australia Nestle Operational Services Worldwide SA Full time

Are you ready to bring a little extraordinary into your life? At **Nespresso**, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a **Nespresso **cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.

We have an exciting opportunity for a passionate Sales and Service Analyst to join the** Nespresso** Contact Centre Team based at Rhodes.

**We are looking for Sales and Service Analyst who will...**

Assess, analyse and calibrate customer experience across all service touchpoints to recommend action plans that continuously improves the CRC sales and service proposition. Your responsibilities will include;

Conducting independent assessments of customer facing teams' interactions and administrative teams end to end processing to measure customer experience vs prescribed metrics and transaction accuracy vs defined process.

Conducting customer service calibration sessions with all quality assessors and achieve consistency within an accepted variance

Reviewing, calibrating and defining, as required, coaching/action plans to close performance gaps

Continuously improveing Quality Automation Moments determined through calibration and customer voice insights

Conducting analysis of Quality Automation Reporting regarding customer sentiment and share insights and recommended action plans to improve customer service metrics and improve efficiency

Defining effective sales incentive plans and supporting activities and drive CRC achievement of sales targets while increasing brand/staff engagement.

**How you will be rewarded**

With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.

Monthly Nespresso credit to be used for our products and staff discounts across the Nespresso range

Annual bonus incentive program

Flexible working arrangements and the opportunity to work from home for 50% of your working hours

Exceptional training and continuous personal Development opportunities

Quarterly staff recognition through our GreatNes awards

Please note: To be considered for this role you must have full working rights within the relevant location.

People are at the heart of our success - all 14,000 of them for **Nespresso** globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.

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