Make no mistake about it: our Nestlé UK, Purina Consumer Carelines and the Nespresso Customer Relationship Centres aren’t call centres by another name. In fact, our mindset at each location is about as different to a call centre as you could possibly imagine. It’s not about processing as many calls as you can as quickly as you can. It’s about taking time to find out what people think, following up on their thoughts, ideas or questions and providing quality advice, insights and information.
The Nespresso Customer Relationship Centre exclusively services the needs of Nespresso Club members. These are coffee-loving customers who have bought one of our stylish Nespresso coffee machines and would like to validate their membership, place orders, report problems or simply talk coffee with one of our experts. As you’d imagine, experience in a customer services environment dealing with discerning customers is a real advantage here.
In the case of the Purina Careline, you’ll spend a lot of your time building relationships with pet owners. This will cover everything from providing nutritional advice to giving support on pet behavioural issues – so a real affinity with people and their pets is essential (and it’s quite likely you’ll have one of your own, although this isn’t a must!).
You’ll also work with other veterinary experts in a pet-friendly environment to answer our consumers’ queries about our products and their benefits, as well as advising on general pet care issues and the wide range of offers and events we run for the pet care community. So, real passion for the work is not just an advantage: it’s a must!
The Nestlé UK Careline in York is responsible for a much wider portfolio of products, and yet retains the same commitment to quality.
We speak to consumers about leading brands such as Nescafé, Carnation, Herta, Buxton Water, Kit Kat, Quality Street and many more. Last year we received over a quarter of a million contacts via telephone, email and by good old fashioned letter – each of them handled by a member of our Careline team with the passion and enthusiasm we all share.
On a day to day basis, we deal with all manner of consumer enquiries ranging from quality issues to helping students with their homework and even settling office arguments! As well as this, we’ll provide nutritional information, recipes and dietary avoidance lists which we can send out to people with allergies or other dietary requirements. We also answer queries about any promotional activity such as the Nescafé Pick Me Ups loyalty scheme.
For you, these challenges will translate into a consumer services career which is second to none. You will be our ambassador to the general public and represent the views of our consumers to the rest of the business. Our marketing and production colleagues will depend on you for accurate, prompt information – the kind of information that can only be gathered through accuracy, careful listening and a real passion for consumer service.