Customer Service Team Leader

About the role

We are seeking a Customer Service Team Leader to join Nestlé Business Solutions in Portugal. Reporting to the CRC Operations Lead, you will guide a team of Customer Service Specialists, ensuring high‑quality interactions with our internal and external customers. This hybrid role combines hands‑on leadership with continuous improvement of service standards.

Key responsibilities

• Lead a team of CRC Experts to achieve business objectives, fostering a culture of training and development.
• Act as a brand ambassador, motivating staff and linking CRC management with frontline teams.
• Communicate new activities, product launches, and promotions to the team.
• Implement tailored solutions to drive customer retention and support internal customers.
• Propose and ensure proper use of offers and promotions by the team.
• Monitor and analyse performance against quality and efficiency metrics, benchmarking against other CRC teams.
• Collaborate with CRC support functions (Traffic & Workforce, Quality, Second Level) to identify improvement opportunities.
• Address performance and behavioural issues in line with the Nestlé Leadership Framework.

Required profile

• Minimum 1‑2 years of experience in a customer‑facing role, preferably within a call‑center environment.
• Proven ability to lead and develop a team.
• Strong communication skills in English; Portuguese is a plus.
• Results‑oriented mindset with a focus on continuous improvement.

Required skills