Overview
THE ROLE:
- To answer incoming calls/Emails as well as support outbound calls/Emails for the assigned markets. Able to provide training to new joiners via buddy system and share experience with Rep I. Participate in ad hoc projects, Events, and UAT (user acceptance testing) and provide suggestions/ feedback.
HOW YOU WOULD CONTRIBUTE:
- Handle daily operations of the Contact Center by effectively communicating with Members through telephone and other channels for activities such as order processing, inquiry handling, and cross-country information.
- Provide a buddy system for new employees, sharing knowledge and guidance during their initial weeks or months.
- Participate in ad hoc projects, events, UAT (user acceptance testing), and provide suggestions/feedback.
- Familiar with internal department policies and procedures, including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, system behavior, and Member compensation system.
- Able to log issues in Herbalife case management systems
- Promptly alert IT when a system issue affects member experience and operations. Capable of collaborating with IT to find solutions.
- Continuously seek ways to improve performance and offer recommendations to the Uplines when opportunities arise.
- Demonstrate an ongoing process of improvement within the teams and implement quality initiatives as needed.
- Perform After Sales support (including order delivery delay, missing, damaged or wrong products, other Logistic issues, etc); take full ownership of communication with Logistics Department for urgent issues and feedback, securing permanent and preventive solutions.
- Handle Will Call order follow-up and Order change (including daily underpaid order cancellation, EOM underpaid order cancellation).
- Handle follow up calls/Emails to support requests related to Held Earnings, Earning Adjustments, Clawback or other adhoc tasks related to market.
- Build and maintain positive relationships with the team to create an enjoyable working environment.
WHAT'S SPECIAL ABOUT THE TEAM:
Interacts mainly with members and inner-departmental colleagues. Contact with inter-departmental colleagues is required from time to time.
SUPERVISORY RESPONSIBILITIES:
Not applicable.
Qualifications
SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:
- A degree or higher-level qualification in relevant field
- At least 3 years of working experience in the customer service industry or relevant MLM/Direct Selling with cash handling experience.
- Proficiency in verbal and written English, another local language proficiency is required
- Pleasant personality with excellent interpersonal skills
- Ability to provide superb customer service and resolve problems independently under the company's guidelines
- Self-motivated and attentive to details with strong initiative
- Ability to work in a result-oriented atmosphere under pressure and meeting tight deadlines as flexible working hours may be required
- Good computer literacy (Word/Excel/Powerpoint)
- Well groom and manner
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