Responsibilities:

Business Management:
• Work with Boutique Manager to analyze Boutique business and to the eventual development of specific reports, upon request from the Boutique Manager
• Monitor P&L and KPIs performance
• Initiate and execute concrete action plans

People Management
• Works with each team member to understand individual personality, motivation drivers, strengths and improvement opportunities in order to enable them to deliver against their individual and team goals.
• coach on Business Management, Operations Management, and Customer Management incl. Selling Skills and provides real time feedback to team members.
• Work of the team on career and personal development and provide coaching
• Co-responsible (with Boutique Manager) for maintaining a constructive, motivating and pleasant working environment: through assistance of Boutique Manager in daily briefing, in checking the respect of pre-defined ways of working (eg, Back Office organization and maintenance), in role-modeling, in adequate empowerment, in capacity to provide constructive negative and positive feedback, etc.
• Completes all career development cycle activities in line with HR timeframes.

Operations Management
• Masters the Nespresso Operations Standards and ensures they are properly applied.
• Ensures the compliance with all other Nespresso internal processes and standards that apply to the Boutique.
• Contributes to the good management of Operations through appropriate action, supervision and delegation: is regularly appointed as “Manager on Duty” that will supervise and coordinate all activities occurring both in the Front and Back Offices.
• Diligently reports any technical or other issues to his/her Manager in order to ensure not a single operational activity is prevented.

Assistance in Customer Management
• Ensures that each and every client entering the Boutique is welcomed, looked at, served and advised according to Nespresso standards.
• Conducts sales and develops his/her own clientele.

 

Responsibilities:

• Act as an ambassador for the Nespresso boutique for delight customer experience
• Initiate customers for coffee tasting and introduce full range of product
• Carry out sales of Nespresso products
• Provide after sales service / advice to customers on machine maintenance
• Maintain Nespresso members records & prepare regular reports
• General house-keeping, clerical & administrative duties

Requirements:

• Secondary school graduate or above
• 1-2 years of professional experience in sales / customer services
• Good interpersonal skills and detailed mind
• Patient, Customer-oriented
• Proactive and willing-to-do attitude
• Native Cantonese. Proficient in spoken English & Mandarin

Location:
IFC / Elements / Festival Walk / Yoho Mall

Act as an ambassador of the Nespresso brand in our Customer Relationship Center.
Coffee Specialist is the main and privileged contact point with the customers, responsible for handling inbound phone contacts, outbound phone contacts, web/ mail/ fax contacts, live chat, and social media engagement.

Responsibilities:

• Registration of new B2C customers
• Order processing
• Execution of programs - study account details to understand customer profile, perform call according to each program’s specific objectives
• Handling machine questions/issues
• Answering information requests or complaints
• Handling customer enquiries
• Ensure database integrity

Requirements:

• Form 7/ DSE or above
• 3 years’ experience gained in call centre environment, preferably from premium service industry
• Good command of written and spoken English and Chinese (both Mandarin and Cantonese)
• Expertise in verbal communication for customer
• Customer-centric and willing to go extra miles in driving total customer satisfaction
• Proactive in servicing with good telephone manner
• Problem identification and solving
• Willing to learn and possess a self-motivated attitude, with good communication and interpersonal skills
• Strong interest in our products and in coffee in particular
• Proficient in MS Words, PowerPoint, Excel and Chinese word processing 
• Willingness to work in a shift planning environment

Job Duties

Technical:

• Perform machine repair and preventive maintenance for corporate clients
• Assist in planning preventive measures to ensure good functioning of machines
• Assist in ensuring a good organization of local technical department (ASC workshop/ tooling/ spare parts)
• Optimize transports to fulfill daily workflow at customer sites
• Ensure quality service according to ASC guidelines and service manuals
• Ensure timely and accurate reporting of all necessary information about maintenance service performed
• Apply appropriate spare parts for each intervention, and maintain accurate inventory

Partnership day-to-day support:

• Ensure excellence after-sales service standards
• Work as a team to complete daily technical tasks

Communication and Process:

• CRC’s technical support
• Daily interaction with ASC team, Sales team, back office
• Ensure good communication with customers during onsite service

Training support:

• Assist in training local staff and sales staff, whenever applicable
• Follow up training when new machine model/major modifications occur

Requirements

• High school graduate with technical certification including electrical license
• 2-3 years’ experience in technical work eg. Home appliances & household machines maintenance & repair
• Experience in After Sales Service Industry would be an advantage
• Familiar with MS Office
• Good communication skills
• Customer oriented
• Basic spoken English will be essential