Customer Service Representative with French

Customer Service Representative with French
Herbalife GBSC Krakow

About the role:

This position gives you an opportunity to deliver the highest levels of customer experience in accordance with our standards and targets. You will respond timely and effectively to our Clients and Distributors (Members) queries via all channels of communication and assure proper data maintenance. You will support technical and ad hoc project roll-outs, including requirements gathering and user acceptance testing. You will be an Ambassador of Herbalife Brand in line with corporate values and EMEA goals to assure the brand image is maintained.

In this role you will:

• Deliver the highest levels of Customer Experience where customer centricity is the key focus.
• Process orders and handle customers’ inquiries via incoming calls and other channels, such as ‘text chat' when applicable.
• Resolve customer complaints, issues, and inquiries efficiently while maintaining high service standards.
• Conduct outbound calls to follow up on inquiries, support campaigns and share relevant information, when applicable.
• Be the first line response in supporting customers’ needs, effectively handling all interactions and providing positive outcome in every instance for Herbalife Distributors.
• Demonstrate empathy, patience, and professionalism in all interactions.
• Adhere to Service/ Business Metrics and Targets: key to the success of the position.
• Maintain Herbalife Distributors’ records.
• Be an Ambassador for Herbalife Brand in line with corporate values and EMEA goals to assure the Brand & image is maintained.

Our Requirements:

• An outgoing and positive attitude.
• Fluent French speaker (C2 level), with proven speaking and reading skills.
• A strong desire to making a positive contribution to the team, internal customers and Distributors.
• Availability to travel to participate in and support events
• High ability to coach, educate & positively influence Distributors.
• Self-motivation and great organizational skills.
• Outstanding verbal and written communication skills.
• Excellent interpersonal skills.
• Previous experience in a similar role is an asset, but not mandatory.
• Attitude for working effectively in a target-driven environment, maintaining high performance, and consistently achieving goals.
• Very good command of English (min. B2).
• PC literacy is essential.
• Ability to work independently and as part of a team.

We offer:

• Luxmed VIP package sponsored by the company.
• Mybenefit System (Kafeteria or Multisport Card).
• Life and Health Insurance.
• Extra hours off - wellness hours 15h per year.
• Hybrid work - 3 days in the office / 2 days from home.
• Annual bonus + Easter, Christmas & Vacation bonuses.
• Personal development opportunities and access to online training environments like free access to the LinkedIn Learning platform.
• Unlimited access to company products in the kitchen.
• Free parking slots - first come first served via company application.
• Family and entertainment events like Santa Claus and Children's Day.
• Possibility to shape our company through CI activities & programs.

Who we are:
Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries.Our company offers a culture focused on people, their needs, relationships, and career to help expand talents and a chance to change lives: https://iamherbalifenutrition.com/.

For 40 years, we've known that good nutrition leads to a better life. If you're ready to help us on our mission for nutrition, we want to hear from you today.

POSITION SUMMARY

• Delivery of the highest levels of the Member experience where customer centricity is the key focus.

• Attention to activities which support Business growth/ development (Walk In/ Inbound/ Outbound: proactive Coaching, Awareness & Up Education, support for S&M initiatives and Country/ Regional goals). Adding Value in every interaction!

• First line response in supporting Member needs, effectively handling all interactions and providing positive outcome in every instance for the Member.

• WOW service delivery

• Adherence to Service/ Business Targets: key to the success of the position.

• Member records maintenance

• An Ambassador for Herbalife Brand in line with corporate values and EMEA goals to assure the Brand & image is maintained

ORGANIZATIONAL RELATIONSHIPS

Interacts with all levels throughout the organisation: Members, Supervisors and Managers

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

Skills/Education/Experience:

• An outgoing and positive attitude with the ability to positively influence.

• An exceptional service track record with proven levels of focus within this arena

• A desire to exceed Members expectations and passionate about making a positive contribution to the team, internal customers and Members

• Highly capable of engaging with Members to coach, up educate & positively influence

• A fast learner with experience of change management

• A self-motivator with excellent organizational skills

• Demonstrates excellent verbal and written communication skills.

• Excellent interpersonal skills.

• Command of the English language (in addition to local language)

• PC literacy is essential.

• Strong Word Processing Skills

• Ability to work independently and as part of a team

PERFORMANCE EXPECTATIONS:

Service and Engagement

• Delivery of the highest levels of service in all interactions with Members & Customers and across all channels of communication. Align with all values associated with delivery of WOW service. An attitude to excellence

• Engagement activities related to Member Coaching and Education (Walk In/ Inbound & Outbound interactions). Add value by providing guidance, awareness and training that supports business growth, Member awareness, local Sales & Marketing initiatives, Regional & EMEA goals/ targets

• Celebrate with our Members: acknowledge and congratulate all their successes…be fully engaged! Share your success story!

• Liaise with other departments, work as a team, support team members in joint efforts to provide WOW Service

• Attend Member Meetings, Sales Events, Field Visits to Members as required, as a representative of the Company. Support these Events as directed to ensure their success

Efficiency and Effectiveness

• Respond timely and effectively to Member queries received via all channels of communication, in accordance with standards & targets.

• Ensure the highest levels of service and response accuracy

• Accurate & timely processing of orders & Back Line activities with associated tracking in accordance with standards and Service Level Agreements

• Ensure familiarity with Self education, Information search, effective use of in-house and external training materials to achieve optimised performance

• Conform to all Contact Centre disciplines (Log In/ Log Out/ HCM / Not Ready Codes/ Rotas & schedules…)

• Support technical and ad hoc project roll outs, including Requirements Gathering, User Acceptance Testing, Sign Off, Training & Implementation

Metrics

• Support Team target of 80% calls answered in 60 secs

• Personal target of answered calls vs presented calls min 95%

• 100% timely and accurate processing of orders and back line tasks

• Support Team targets of First Call Resolution (FCR): min 90%

• Achievement of min 85% for Knowledge Evaluations (open book and closed book)

• Achievement of Av. monthly Benchmark (90% +) for Quality Score Card

• 100% logging of all Member interactions in HCM

• 100% Adherence to HCM SLA’s & Escalations

Behaviors

• 100% of Call Logging and Not Ready codes usage

• Adherence to schedule min 95%

• Observing 100% Log in/Log out Rule

• Track & report on all activities associated with up education, driving Member Self Help, Sales & Marketing initiatives, Regional & Country goals

• 90% Coaching/ Training/ Added Value delivered on calls/ Interactions

• Be Herbalised & Work as a unified Team! Use, Wear, Talk

• Follow up , ownership and complete resolution of all issues, requests and complaints lodged by Members