Overview
COMPANY OVERVIEW:
Herbalife Nutrition is a global company that has been changing people's lives with great nutrition products and a proven business opportunity for its independent distributors since 1980. The Company offers high-quality, science-backed products, sold in over 90 countries by entrepreneurial distributors who provide one-on-one coaching and a supportive community that inspires their customers to embrace a healthier, more active lifestyle. Through the Company's global campaign to eradicate hunger, Herbalife Nutrition is also committed to bringing nutrition and education to communities around the world.
POSITION SUMMARY STATEMENT (defines the major functions/purpose of the position)
To answer incoming calls as well as support outbound call for Japan. Able to provide training to new joiner via buddy system as well as sharing experience with rep I. Participate on ad hoc project, event, UAT ( user acceptance testing ) and provide suggestion/ feedback.
DETAILED RESPONSIBILITIES/DUTIES:
- Support day-to-day operations of Contact center through effective communication with Members via telephone, and etc, for Members related activities, including order processing and inquiries handling, cross country info handling.
- Able to provide buddy system (knowledge sharing and guides the new joiner) through the first few weeks or months on the job.
- Participate on ad hoc project, event, UAT (user acceptance testing) and provide suggestion / feedback
- Familiar with internal department policy & procedures including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, system behavior, Member compensation system and etc.
- Able to log SNOW/ISupport and highlight to IT immediately where there is system issue where will affect member's experience and operation. Able to work and communicate with IT on the solution and direction.
- To constantly look for ways of improving performance and to make appropriate recommendations to the Manager as and when such opportunities are identified. This will be demonstrated by a clear and ongoing process of improvement with the teams and by quality initiative from time to time.
- Able to respond or provide solution to external partner / vendor 3PL on delivery issue i.e problem address , duplicate parcel, return parcel etc
- Able to take full ownership to communicate with logistic and 3PL when there is urgent issue or feedback and get permeant solution as well as preventive solution
- Able to build/ create a good relationship with the team in order to build a fun and happy working environment.
SUPERVISORY RESPONSIBILITIES:
Not applicable.
ORGANIZATIONAL RELATIONSHIPS
Interacts mainly with members and inner-departmental colleagues. Contact with inter-departmental colleagues is required from time to time.
Qualifications
MINIMUM QUALIFICATIONS: The following are the minimum qualifications which an individual needs in order to successfully perform the duties and responsibilities of this position.
Skills/Education/Experience:
- Secondary school education SPM. Tertiary education would be an advantage.
- At least 3 years of working experience in customer service industry or relevant MLM/Direct Selling with cash handling experience.
- Proficiency in verbal and written English, another local language (Japanese) 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 maybe required
- Good computer literacy (Word/Excel/Powerpoint)
- Well groom and manner
PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.
Regular lifting the piles of paper documents, such as Product Order Forms and Price List is required.
Light: Office work, some lifting, considerable walking
WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
In general, the office is clean, properly lighted and ventilated. Noise level is considerably low. However, during peak times, such as month-end period, maybe quite high.
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