Representative Iii, Member Services

5 months ago

Kuala Lumpur, Malaysia Herbalife Full time

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.

STATEMENT (defines the major functions/purpose of the position)

To answer incoming calls as well as support outbound call servicing Japan Members. Beside also to assist the Supervisor /Assistant Manager / Manager with supervision and administration in the contact center team. To alert superior of recurring service failures so that corrective actions may be taken to avoid future problems. To be the first point of contact for the contact center rep I and rep II in assisting with queries and the first point of escalation for Members when necessary.

Able to provide training to new joiner as well as sharing experience with rep II.

DETAILED RESPONSIBILITIES/DUTIES:

- Support day-to-day operations of Contact center through effective communication with Japan Members via telephone, and etc, for Members related activities, including order processing and inquiries handling, cross country info handling.
- Able to execute an effective manpower arrangement to ensure manpower and various resources are being allocated effectively and efficiently to run the operation in an optimum level at all time. Assist staff in operation when necessary and be a team leader and team player at the same time
- Able to lead rep I, rep II on ad hoc project, event, UAT ( user acceptance testing )
- To be a knowledge centre for the team for 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/I Support 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.
- Ensure timely feedback for urgent cases, team building and to ensure positive working attitude of team member
- 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.
- To assist with Supervisor on workforce management. This will be demonstrated by the monitoring and maintaining of contact center report, and taking necessary actions after analysis of the reports in order identified the next improvement action and increase Total Satisfaction Factor rate so as to improve quality service to members
- To assist in the preparation of Weekly Issues reports and the monthly reports. This will be demonstrated by reports being complete and submitted on time, and by their content being accurate and covering all key issues
- Able to support superior on outbound call setup, generate the outbound call progress report and monitor the team closely on the outbound call project from time to time
- 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.
- Able to provide innovative idea and the best practices from outside to Supervisor or manager for operation or system improvement
- Able to create PPT / steps as training material for internal staff or external ( member )
- Work closely with all cross functional team on operation, procedure related and able to analysis the impact and anticipate the question arise from member

SUPERVISORY RESPONSIBILITIES:
No Direct supervision - However step up opportunities during times of absence of more senior staff will provide scope for leadership development

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:

- Preferably University Graduate or equivalent.
- At least three years working experience in service industry with a minimum of one year in a senior / team lead role.
- Excellent interpersonal skills which it is a high people-contact position, both internally and externally.
- Excell

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