Officer, AS - 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 processing walk in orders, accepting documents from Associates and Preferred custormers, updating documents in relevant application. The associate Services Officer is also responsible for making outbound calls to clear the pending pick up. All interactions are entered and tracked on the Herbalife Contact Management (HCM). Handles Customer inquiries and takes full ownership of inquiries through troubleshooting, researching, and providing proper resolution to customers. Support 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.

ORGANIZATIONAL RELATIONSHIPS:

Interacts with all levels of Associates and Customers.

DETAILED RESPONSIBILITIES/DUTIES:

1. Aware of and adheresto all expectations as stated in Employee Handbook and Departmental Guidelines for Associate Services. 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 listensto the  questions and digestthe information before responding. Uses both open-end-and close-ended questions to gain further understating of the issue at hand. Responds to the Associate / customers with confidence to reassure them 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 usesinternal resources effectively. Understands how the issues impactthe business andmakes 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 actionsto resolve and/or escalate them to promote positive outcome.

8. Responds to Associate needsby being available at the counter to answer their questions quickly and resolve the queries with utmost care and priority

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:

• Minimum 2 year  experience in cash handling and front desk operations in service industry
• Strong customer qualityand results orientation skills
• Ability to handle different types of customers with empathy
• Manage cash flow in a timelymanner with transaction reconciliation accurately
• Identifying customers’ needs,clarifying information, researching every issue and providing solutions
• Build sustainable relationships and engage customers by taking the extramile
• Meet personal qualitative and quantitative targets
• Customer-oriented attitude with professionalism
• Excellent verbal, writtenand comprehensive skills with good command over the English language
• Ability to adaptand learn new systems/technologies
• Ability to functionas 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 externalenvironment and organization evolves

Please review EMEA&I Description box