Customer Service Supervisor with Spanish
Herbalife, Cracow
About the role:
Supervisor is responsible for managing the service delivery and levels of full engagement with Members. In addition the day-to-day tasks of the Member Services team for all Member Services functions.
In this role you will:
- Mentoring & Coaching of Member Services team
- Ensuring engagement activities related to Member Coaching, Awareness and Education (Walk In/ Inbound & Outbound interactions)
- Added value by providing guidance and training that supports business growth, Member awareness, Sales & Marketing initiatives, Regional & EMEA goals/ targets
- Delivery of the highest levels of Members experience where customer centricity is the key focus
- Achievement against service targets
- Monitoring performance metrics and developing strategies with the management
- Ensuring strong levels of team knowledge and understanding to enable effective call handling at first point of call (team mentoring and coaching)
- Agent development and progression
- Levels of team motivation and professionalism; development and succession planning
- Ensure that the team operates efficiently, meets customer needs and aligns with company goals
- Ensuring the team act as Ambassadors for the Herbalife Brand
Our requirements:
- Min of 3 years in a service industry (experience of working in an International environment preferable)
- 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 Members
- Proven experience of handling direct customer contacts and complaint management
- Contact Center supervisory (or similar) and team management experience (min 1 year)
- 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 of Change Management
- Full command of the English language
- Fluent in Spanish language
- Excellent verbal & written communication skills
- Excellent knowledge of MS Office applications (specially Word, Excel and PowerPoint)
- Able to handle a variety of tasks and be able to prioritize
- Highly self-motivated with the ability to instill passion and motivation amongst the team
- Flexibility and willingness to travel is essential
- Strong desire to excel
- Well-organized with excellent time management skills
- Willingness to travel for business, including weekends (if required)
- Great knowledge of customer service KPIs
- Great comprehension of time management, conflict resolution, delegation and problem-solving
We offer:
- Extra hours off - wellness hours 15h per year
- Extra 2 days or 16h for charity and volunteering activities
- 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 environment like free access to LinkedIn Learning platform
- Unlimited access to company products in the kitchen + frozen fruits to prepare your favorite shake
- Free parking slots - first come first served via company application
- Close proximity to Bonarka Shopping Mall
- Discount in restaurants area in Bonarka
- Sports/social cometee - join our fotball business liga or tennis training
- Family and entertainment events like Snata Claus and Children's Day
- Help us shape our company thru CI activities & program
- Luxmed VIP package sponosred by the company
- Mybenefit System (Kafeteria or Mulstisport Card)
- Life and Health Insurance as on option
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.
