sales associate

associé aux ventes

3ième clé

retail assistant manager

commis

Nespresso

I worked in the Nespresso call center for just over a year and it gave me panic attacks and stomach ulcers from the amount of stress i was put under. most days there are constantly calls queuing and if you are in after call to write notes and do follow ups, you are constantly told to get back on the phone. you only get paid 3 days sick per year. it is a very demanding job and the managers don't care about your well being and constantly drive you into meeting sales targets and never praise you for doing well. It is nearly impossible to get time off for doctors appointments and if you are lucky enough to do so, you must work the time back. I often stayed behind shift if stuck on the call and never get the time back, yet I was 1 minute late once and had to sign a form to put in my file AND had to work it back. I have striven to progress within the company with no avail despite hitting targets and doing extra work load. They are too strict yet the team leaders hardly do anything and spend most their time taking long breaks and chatting with each other. If our team is having a chat we get told off despite there being no calls queuing. There is a high turn over rate for a reason. You also get monitored on how often you go to the bathroom, all your offline work is monitored and they send up to 4 reports daily on how many calls you are handling, sales made and how much time you are in after call which needs to be under 86 seconds per call which is near impossible to do when we have orders to track, invoices to print and email to customers and out of date slow computers. The job is very demanding with next to no benefits of working there and they watch you like a hawk.

Working on the Nespresso contract was fun to begin. The training was interesting and fun, Nespresso really was good for making sure you knew what you were talking about. But M1S is what took away that fun.

It's a customer service that heavily pushes sales in a redundant way. You are there to make sure the customer is happy but will be reviewed if your sales are to standards. The QA testing was broken, both Nespresso and M1S did the testing on the calls. Nespresso would give you high 80s on a call, when M1S would give you a 40 at best. It made it frustrating at times. 

Since Sales were important, you could have the most upset customer with you, swearing at you, treating you like trash, but you would lose point for not trying to see if they want coffee. A customer could be calling saying their machine is broken, and you need to send it for repair, and you'd be deducted marks for not trying to sell them coffee (? Their machine is broken, why would I do that. That would only escalate the call)

There was no aptitude to try and solves the calls on an employee position. If a customer was unhappy, you had very little control on how to help the customer. You were given a very small budget (50$ daily and could not exceed more than 20$ For one customer without a manager's approval) so if customers were upset, you had to transfer them to a manager, who was never available, which would make things worse. 
The only true positive was getting to try different coffees and attending classes to improve the coffee experience for customers

The job itself was not bad, however, management made it absolutely horrible. From the micromanaging to the favouritism you couldn't help but feel alienated whenever you walked into your shift. To make things worse, they treated breaks like rewards and constantly pushed your lunch breaks as far back as possible and when you're off the clock, you can be fully expected to somehow STILL be micromanaged! Bathroom breaks were also HEAVILY monitored for some reason too. 

If you were not able to oversell to one guest, you'd be taken to the back and berated for not doing so -- or better yet, in front of customers! Management would hover your numbers over your head and use it against you...very uncomfortable experience that I have never EVER experienced before.

If you're hired part time, be expected to stay part time. I was able to be full time for the last 3 months I was there and was constantly told "next month we'll change it" only for it to never happen. When you're part time not only are your hours shorter, but so are your bonuses... I ended up quitting to find something better for this reason. 

The lack of growth or any professional development is another reason why I left. There were no opportunities to move within the store or company, management was always hired externally. Actually, for a "luxury" brand, I've seen cattle treated better.







Nespresso really has developed a product that is easy to get behind, and to be passionate about. If you happen to find yourself in one of the retail boutiques with a good staff, the job is great.  The pay is good for the type of job, and the benefits are awesome. The minute you start to question decisions from the higher ups, though, you're immediately put on a 'to be watched' list - in other words, the company is looking for employees who agree with every policy and procedure, and don't take kindly to those who ask questions. If you're fine with being a "yes" person, then the job could fit what you're looking for; if you have even the slightest bit of an opinion, don't expect to be received well. Like any company, those that work at Head Office are either incredible and competent at their job, or they're the type that you spend a lot of time wondering exactly what they get paid for, and how they still have a job, let alone making more than you do at the customer-facing retail level. Frustrations, concerns, or issues will generally not be taken seriously, and the minute you start to believe you might be more than just a number to those who work in Head Office, they do something that reminds you you're definitely not.

Management parties at the Shangri-La while staff get’s told that the company can’t give real raises. 

Nespresso is basically printing money while its staff is worked to the bone. No matter the performance or hard work you put in you will not see a raise over 3%. A couple of dimes is meaningless in Toronto. Non stop pressure to sell more with little reward. Traffic can be non stop with complicated mystery shoppers to worry about all the time.

Company is constantly going on about how its a B-Corp but its basically meaningless as the company only cares about money and has zero care about staff.

The company is very poorly run with non stop IT issues. Nessoft is a nightmare and costs so much productivity but the company doesn’t care. Too many procedures and rules cause more errors. No one ever knows what is going on as communication in the company is a disaster. 

quality of life is heavily dependent on your manager. The longer they’ve worked for Nespresso the worse they are. New managers and outside hires are better. 





Judgmental and unpredictable managers who abuse their power and do not hesitate to be severe towards employees for futile reasons and without evidence and even get rid of them. These same judgmental managers do not hesitate to play the sanctimonious champion of respect and inclusion in accordance with the B-Corp certification of the company, where I worked and probably elsewhere not being a model of respect and inclusion. So the company is very hypocritical about its image. There is no security in this company, which allows managers to abuse it. Human Resources is also lax in dealing with the difficulties of employees who are abused by some of the management and do not offer them any support. Employees in some departments are required to complete mandatory assessments to join the company, even though the content of these assessments is not really relevant to their job.  

The pay and benefits are good, but at the cost of a toxic work environment with managers who abuse their power.


Amongst all the issues with Head Office and HR, if your team sucks then run immediately. Head Office really likes to push things at the last minute, which can create frustrations within the team. HR is absolutely useless, if you have any sort of questions that need to be answered don't expect the people working in HR to help you out. In terms of your team, if you have decent people the job is not so bad, a lot of the time it can feel a bit high school-ish with some people criticising your work, or having doubts about advancement, but not taking the proper steps as upper management to get you to succeed. Management also likes to put on a facade and act like they have their co-workers best interests at heart, but don't. A very mentally stressful environment with negativity coming from all points of the job (Team/Head Office/HR) makes you really question...is the amount of money being made even worth it!!??

If you love coffee, some of the perks include getting a free machine and monthly credit to buy merchandise (coffee, accessories, etc.). But overall this was a very stressful job because of the flow of customers we received and lack of support. We were always understaffed due to high turnover (a lot of people felt overworked and therefore left). Poor / inadequate training for new staff! There was often a lack of managerial support because management changed so frequently, and were inexperienced or not trained properly. Our store had a lot of very entitled customers who were sometimes rude to staff, which also brought down the work experience as well. The most enjoyable part of the job were the people I worked with. We all experienced the same things while working so we bonded through that. 

You learn a lot about coffee culture and the place without fail is giving you all the tools to become an expert in the field, such as dedicated times and people to learn everything about the product, the employee are very passionate for the most part and will gladly help you with everything. In the boutique that I worked the weekends are really draining because we were often understaffed and because the management refuses to trust in the judgement of its employees. Clients are often entitled/ rude, and you need to develop a thick skin because no mater how wrong the client is the management is not going to back you up. The lack of self-awareness of the management and the refusal to address or admit their faults is one of the main issues with this store because the same mistakes keep happening.

The manager at Nespresso wasn't able to keep up with paperwork. Therefore, I would help complete it, due to them being unable to get other staff to comply with filling in daily duty sheets. They treat employees unequally. They picked on certain people to follow dress code, when other employees refuse to follow it. They also let certain employees get away with multiple things, due to having relationships with them. Also, management has trouble dealing with issues when the first arise with employees, rather they let a situation get worse before informing an employee they are doing something wrong. Overall, I liked Nespresso as a company and the customer  base. However, the ,management needs to implement strategies to improve the workplace culture drastically.

Top Job Titles	Average salary
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