SPOC Specialist
Job Description
Available Shift: Monday to Friday from 08:00hs to 18:00hs
Nestlé Business Services is looking for extraordinary people to join our world-class team.
In Paraguay we are two Nestlé units:
Nestlé Paraguay is the unit in charge of importing and distributing of all our 1# brands and they have been in the market for 23 years.
On the other hand, we are Nestlé Business Services Asunción, the Nestlé service center. We’ve been in the market since 2018. We provide Backoffice services as Supply Chain, Financial, HR, and Digital & Social Media to all Nestlé in LATAM from México down the map. Our clients are our colleagues.
We are a multicultural and diverse team of professionals. We are passionate about driving continuous improvement of processes with colleagues across the world. We care about delivering high quality services to support business agility and digital innovation.
If this describes you, and you are looking to join a business where you can really add value, it’s time to consider joining Nestlé Business Services!
Summary Position
Leading to increased customer satisfaction, loyalty, and business success, using Total Service Quality as a comprehensive approach to managing and improving service quality across an organization. This is achieved by focusing on analyzing data, identifying areas for improvement, collaborating with teams, and implementing strategies to enhance the overall customer experience.
A day in the life of…
- High customer satisfaction levels: Ensuring that customers are satisfied with the services provided by the shared service center.
- Implement and coordinate governance: Leading meeting to share and present area´s key highlight, coordinate projects, solve issuesm, connect and integrate multiples areas.
- Strong customer relationships: Building and maintaining positive relationships with customers to foster loyalty and repeat business.
- Efficient issue resolution: Effectively addressing customer concerns and resolving any issues in a timely manner.
- Effective communication: Providing clear and concise communication to customers regarding service offerings, updates, and any changes.
- Timely response to customer inquiries: Responding promptly to customer inquiries and providing accurate information or solutions.
- Report and Scalation: Understanding when and how to scalate topics to other teams.
- Continuous improvement: Identifying areas for improvement in customer service processes and implementing strategies to enhance the overall customer experience.
- Collaboration with internal teams: Collaborating with other teams within the shared service center to ensure seamless service delivery and customer satisfaction.
- Proactive customer support: Anticipating customer needs and providing proactive support to enhance their experience.
What Will Make You Successful
- Experience in Continuous Improvement, Agile methodologies and HR Business Services.
- Previous experience in large scale operations management (desirable).
- Experience of program & project management
- Experience of working with senior stakeholders
- Leading and coaching problem-solving activities (basic, intermediate and complex problem-solving methodologies)
- Spanish and English proficiency.
- Graduated (or ongoing) in Business Administration, Accounting, Economics or related areas.
- MBA/Specialization as a diferential.