For a customer service job that should be easy for those who have worked in retail or hospitality it is very stressful. I am not sure why, but the role is heavily scripted and you’re evaluated on this and team leaders and supervisors are very overbearing. There is a sense of a one solution for all calls with outrageous expectations. For example if someone is upset and calls upset that there order has not arrived you are trying to resolve their issue, but your expected in that same conversation to try and discuss our recycling program and try to sell product. The expectations do not make sense. You have KPI’s for sales as well. So with all of the expectations to hit every talking point during a call you have sales goals which is fine, however I don’t believe that executive leadership understands not everyone wants to be on the phone long enough to hit every talking point, yet you’re scored in this and if you don’t hit every target your team leader or supervisor will coach you as if you’re doing a terrible job. For all the expectations you’re not paid much. You’re paid a low wage and need to hit your sales targets and other KPI’s in order to earn a living wage. I don’t recommend this jobs as it doesn’t seem like a good fit. With years of experience and higher levels metrics I’m used I think Nespresso misses the target and are not utilizing that not every call is the same. This will be a reason that I would not stay long term the pressure is too much for a job that is not too complicated yet the leadership team complicates things without reason. You can have great sales and increase month over month, but you will be coached if you don’t hit all your talking points which is unfair in my opinion.
