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:
To answer incoming calls as well as support outbound call servicing Japan Members.
Assist the Supervisor /Assistant Manager / Manager with supervision and administration in the contact center team.
Alert superiors of recurring service failures so that corrective actions may be taken to avoid future problems.
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.
Provide training to new joiners and share experience with rep II.
DETAILED RESPONSIBILITIES/DUTIES:
Support day-to-day operations of Contact center through effective communication with Japan Members via telephone, including order processing and inquiries handling.
Execute effective manpower arrangements to ensure resources are allocated efficiently to run operations optimally.
Assist staff in operations when necessary.
Lead rep I, rep II on ad hoc projects, events, and user acceptance testing (UAT).
Serve as a knowledge center for the team regarding internal department policies and procedures.
Log SNOW/I Support and highlight IT issues affecting member experience and operations.
Ensure timely feedback for urgent cases and foster a positive working attitude among team members.
Identify opportunities for performance improvement and make recommendations to the Manager.
Assist with workforce management by monitoring contact center reports and taking necessary actions based on analysis.
Prepare Weekly Issues reports and monthly reports, ensuring accuracy and timeliness.
Support outbound call setup and monitor the team closely on outbound call projects.
Communicate with logistics and 3PL for urgent issues to find permanent and preventive solutions.
Build a good relationship with the team to foster a fun and happy working environment.
Provide innovative ideas and best practices for operational or system improvements.
Create training materials, including PPT, for internal staff or external members.
Work closely with cross-functional teams on operations and procedures, anticipating member questions.
SUPERVISORY RESPONSIBILITIES:
No direct supervision; however, step-up opportunities during the absence of senior staff will provide scope for leadership development.
ORGANIZATIONAL RELATIONSHIPS:
Interacts mainly with members and inter-departmental colleagues.
Qualifications
MINIMUM QUALIFICATIONS:
Preferably a University Graduate or equivalent.
At least three years of working experience in the service industry, with a minimum of one year in a senior/team lead role.
Excellent interpersonal skills for high people-contact positions.
Excellent command of written and spoken English and Japanese.
Strong PC literacy, particularly in Word and Excel or similar packages.
Understanding of time management principles and strong organizational skills.
Ability to function as an effective team leader with motivational skills.
Flexibility to perform efficiently in a fast-paced work environment.
Problem-solving abilities and capacity to work under minimal supervision.
Ability to meet deadlines and work under pressure, including overtime and flexible hours.
PHYSICAL DEMANDS:
Regular lifting of piles of paper documents, such as Product Order Forms and Price Lists is required.
Light office work, some lifting, and considerable walking.
WORK ENVIRONMENT:
The office is clean, properly lighted, and ventilated.
Noise levels are generally low, but may be high during peak times, such as month-end periods.#J-18808-Ljbffr