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 to take corrective actions.
Be the first point of contact for the contact center representatives in assisting with queries and the first point of escalation for Members when necessary.
Provide training to new joiners and share experiences with representatives.
DETAILED RESPONSIBILITIES/DUTIES:
Support day-to-day operations of the Contact Center through effective communication with Japan Members via telephone for Members related activities, 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 representatives on ad hoc projects, events, and UAT (User Acceptance Testing).
Serve as a knowledge center for the team regarding internal department policies & procedures.
Log SNOW/I Support and highlight to IT immediately regarding system issues affecting member experience.
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 after analysis.
Prepare Weekly Issues reports and monthly reports accurately and on time.
Support superiors on outbound call setup and monitor the outbound call project.
Communicate with logistics and 3PL regarding urgent issues or feedback to find permanent solutions.
Build and maintain good relationships within the team to create a positive working environment.
Provide innovative ideas and best practices for operation or system improvement.
Create training materials in PPT format 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 inner-departmental colleagues.
Qualifications
MINIMUM QUALIFICATIONS:The following are the minimum qualifications which an individual needs to successfully perform the duties and responsibilities of this position.
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, both internally and externally.
Excellent command of written & spoken English and Japanese.
PC literacy with strong knowledge of Word and Excel or similar packages.
Understanding of time management principles and strong organizational skills.
Ability to function as an effective team leader with excellent motivational skills.
Flexibility in performing efficiently in a fast-paced work environment.
Ability to solve problems and carry out responsibilities under minimal supervision.
Ability to meet deadlines and work under pressure, with overtime and flexible hours expected.
PHYSICAL DEMANDS: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 essential functions.
Regular lifting of piles of paper documents, such as Product Order Forms and Price Lists is required.
WORK ENVIRONMENT:The office is clean, properly lighted, and ventilated.
The noise level is generally low, but may be quite high during peak times, such as month-end periods.#J-18808-Ljbffr