Representative III, Member Services

OverviewCOMPANY 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 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 timeAble 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 memberTo 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 membersTo 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 issuesAble 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 timeAble 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 solutionAble 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 improvementAble 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 memberSUPERVISORY RESPONSIBILITIES:No Direct supervision – However step up opportunities during times of absence of more senior staff will provide scope for leadership developmentORGANIZATIONAL RELATIONSHIPSInteracts mainly with members and inner-departmental colleagues. Contact with inter-departmental colleagues is required from time to time.QualificationsMINIMUM 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.Excellent command in written & spoken English and Japanese.PC literacy is good. Strong knowledge of Word and Excel or similar packages ideal.Have an understanding of the principles of time management and be able to demonstrate strong organisational 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 challenges and carry out responsibility under minimal supervision.Ability to meet deadlines and work under pressure which working overtime and flexible hours are expected.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 walkingWORK 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.Terms of Use Privacy Policy