Job Description

Revised January 2012

Position Title: Boutique Coffee Specialist
Mission (purpose of the job)
Department: Boutiques
Acts as an ambassador for the Nespresso Boutique. Welcome advise and !uide in
compliance "ith the quality standards defined in the Nespresso service offerin! a
clientele loyal to up#mar$et products. Attain the sales tar!ets of the Boutique notably
throu!h $een attention and follo" up
Reports to: Boutique Manager
Direct reports: Nil
Main Responsibilities Key Performance Indicators
Welcome the Boutique %lientele and identify their needs.
Advise prospects ne" and e&istin! %lub 'embers on Nespresso products and
services
(nscribe ne" Boutique customers open their account present the Boutique and %lub
)ervices and assist them in their selection durin! their first purchase
(nitiate %lub 'embers to the art of coffee tastin! and develop their curiosity about the
full ran!e of products
'aintain a pro active approach to"ards the customers
'a&imise the sale of all the Nespresso products presented in the Boutique *coffee
machines and accessories
Actively mana!es the database on a daily basis and permanently update customer
membership details
%arry out an initial oral analysis of machine brea$do"ns reported by customers to
orient them to"ards the after sales service
%hec$ payment in accordance "ith the defined procedure
%hec$ payments made by credit cards +,-./) and chec$ correspondence of sums
received "ith the orders and send all to the accountin! department
'ana!e the cash till update status in +&cel correct cash till errors.
+nsure that the Boutique is clean *"ell#ordered correct equipment properly
presented0
,ill the display cubicles "ith capsules machines and accessories on a daily basis.
%ustomer )atisfaction measured by qualitative surveys *'ystery )hopper0 error
rates reliability and cleanliness of the Boutique.
%ompliance "ith the quality stand and internal procedures for reception of
customers and processin! receipts
%ontribution to overall Boutique results
Knowlede and Professional s!ills "eadership #ramewor!
Attention to 1etail
,eelin! ,or .roduct
/r!anisational )$ills
.roblem (dentification 2 )olvin!
(- 3iterate 4 !ood $no"led!e of 'icrosoft
/ffice
5ood +ducation 3evel
2 years of specialised trainin! in
customer relations and sales
1#2 years of professional e&perience in
direct customer sales of hi!h profile
products
)ense of "elcomin! customers polite
+&pertise in oral communication for each
type of customer *open#minded
listenin! understandin! of the
customers needs and capture
customer6s interest
Willin!ness to "or$ "ith strict plannin!
*'on#)un from 7.80am 4 9.80pm0
:no" yourself )
(nsi!ht )
)ervice /rientation ;1
%uriosity )
%oura!e )
Result focus 1
(nitiative )
(nnovation and Renovation 1
.ro#active cooperation 1
%onvincin! others )
1evelop .eople )
3ead .eople )
.ractice "hat you preach 1
$ % $tandard & D % De'eloped &
(D % (ihly De'eloped