Officer, Contact Center – India

POSITION SUMMARY STATEMENT

The Associate Services 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. Associate Services 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

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

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