Job Description

POSITION SUMMARY STATEMENT

The Member Operations officer position supports Herbalife’s Vision, Mission and Values through excellent and professional customer service by assisting frontline officers and Associates with all business inquiries. The position is responsible for accepting inbound calls from agents and Associates. Member Operations Officer is also responsible for making outbound calls to assist with the completion of incoming calls. All calls are entered and tracked on the Herbalife Contact Management (HCM). Handles Customer calls and takes full ownership of inquiries through troubleshooting, researching, and providing proper resolution to customers. Supports the Herbalife philosophy by promoting new products, sales tools and marketing campaigns. Possesses excellent knowledge of Herbalife marketing plan, product information and Sales and Communication information.

SUPERVISORY RESPONSIBILITIES:

N/A

ORGANIZATIONAL RELATIONSHIPS

Interacts with all levels of Associates and Customers.

DETAILED RESPONSIBILITIES/DUTIES: List the expectations for each job responsibility including quality and quantity standards to which the incumbent is required to perform and receive a rating for during the Performance Appraisal.

1. Aware of and adheres to all expectations as stated in Employee Handbook and Departmental Guidelines for Member Operations. Familiar with Associate/Preferred Customers goals and business needs.

2. Proactively identifies issues and is comfortable in taking reasonable risks outside the confines of the current job. Seeks opportunities to help others and is proactive rather than reactive.

3. Proactively provides timely responses to all assigned responsibilities and requests. Actively seeks opportunity to provide feedback independently and when requested. Cooperatively organizes work assignments and accepts alterations to meet organizations needs.

4. Demonstrates empathy and understanding when following through on Associate inquiries. Pays attention to details and gathers all relevant information to ensure accurate response and effective follow-up. Demonstrates commitment to the Associate by confirming agreement of the resolution that is best for the customer.

5. Actively listens to the caller’s questions and digest the information before responding. Uses both open-end-and close-ended questions to gain further understating of the issue at hand. Responds to the caller with confidence to reassure the caller that the information being provided is accurate.

6. Demonstrates a systematic approach when analyzing problems to find the best solution or answer. Displays competence in every situation and effectively applies knowledge and skills. Successfully navigates through various applications, reference materials and uses internal resources effectively. Understands how the issues impact the business and makes sound decisions using escalation methods to find appropriate solution.

7. Adheres to the Career manual policies and is able to accurately guide Associates to make sound business decisions. Embraces and accurately promotes company events, promotions and product campaigns. Identifies and seizes negative situations and takes appropriate actions to resolve and/or escalate them to promote positive outcome.

8. Responds to Associate needs by being available to answer incoming questions supporting First Call Resolutions for Associates.

MINIMUM QUALIFICATIONS: The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position.

Skills/Education/Experience:

• 0 – 2 years of customer services experience
• Strong customer quality and results orientation skills
• Managing large amounts of inbound and outbound calls in a timely manner
• Identifying customers’ needs, clarify information, research every issue and providing solutions
• Build sustainable relationships and engage customers by taking the extra mile
• Meet personal qualitative and quantitative targets
• Customer-oriented attitude with professionalism
• Excellent verbal, written and comprehensive skills with good command over English language
• Ability to adapt and learn new systems/technologies
• Ability to function as an individual and in a team
• Proficiency in MS Office Suite (Excel, Word and Outlook)
• Ability to type 40 wpm
• Strong customer and results orientation
• Ability to adapt as the external environment and organization evolves

Qualifications

Please review EMEA&I Description box