Customer Service Manager
Herbalife GBSC Krakow
About the role:
As a CS Manager, you will be responsible for delivering the highest standards of service to Members by making the most effective and efficient use of Member Services staff and technology resources. You will also provide supervisory oversight to ensure proper recruiting, hiring, onboarding, training process, team workload is properly scheduled (WFM), monitored and adherence to service targets and SLAs is achieved.
In this role you will:
- Ensure delivery of the highest levels of service in all interactions with Members & Customers and across all channels of communication,
- Ensure engagement activities related to Member Coaching and Education (Inbound & Outbound interactions) add value by providing guidance and training that supports business growth,
- Ensure that all Member’s queries received via all channels of communication are responded timely and accurately in accordance with standards and targets,
- Monitor team workload, support scheduling and forecasting techniques to enable efficient use of resources,
- Seek opportunities for improvements and lead/support projects related to streamlining of processes and procedures,
- Adequately plan Training, Coaching, and 1 to 1 sessions with direct reports, and oversee the Quality process,
- Set teams and individual objectives to achieve overall targets and Service Level Agreements,
- Liaise with other departments, communicate with Senior Management, work as a team to provide WOW Service,
- Attend Distributor Meetings, and Sales Events, as a representative of the Company.
Our Requirements:
- Minimum 5 years in a service industry (experience of working in an International environment preferably),
- Evidence of an exceptional customer care track record proving levels of focus is key in this arena,
- The desire and passion to exceed customer expectations and challenge continually to make a positive difference to the team, internal customers, and Distributors,
- Proven experience in working with budgets and managing CC KPIs,
- Contact Center management experience,
- Strong leadership skills with flexibility to lead with various styles as deemed appropriate to create change and opportunities for development,
- Excellent interpersonal skills and a strong team player,
- A fast learner with experience in Change Management,
- Full command of the English language (Knowledge of other European languages would be an advantage),
- Excellent verbal & written communication skills,
- Excellent knowledge of MS Office applications,
- Able to handle a variety of tasks and be able to prioritize,
- Well-organized with excellent time management skills,
- Start-up experience / in the transition of the CS process as a big advantage.
We offer:
- Hybrid work: 3 days office/ 2 days home,
- Luxmed VIP package sponsored by company,
- Life and Health Insurance as on option,
- Car allowance,
- Family & entertainment events like Santa Clause and Children's Day, free cinema tickets and
gifts from the company, - Annual bonus + Easter, Christmas & Vacation bonuses,
- Unlimited access to company products in the kitchen + frozen fruits to prepare your favorite
shake, - Mybenefit System (Kafeteria or Multisport Card),
- Personal development opportunities and free access to Linkedin Learning platform,
- Opportunity to shape our work environment thru Continuous Improvement program,
- Bike/ Scooter parking space,
- Company laptop, IT equipment,
- Free parking slots - first come first served booked via company app,
- Extra hours off - wellness hours 15h per year,
- Extra 2 days or 16h for charity and volunteering activities,
- Close proximity to Bonarka Shopping Mall,
- Discounts in restaurants area in Bonarka,
- Service awards – lunch with your team members,
- Sports/ social committee - join our football Business Liga or tennis trainings,
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.
#LI-Hybrid
#LI-MM1
