Analyst, Refunds & Repurchase After Sales with Portuguese
Herbalife GBSC Krakow
About the role:
As a Refunds & Repurchase and After Sales Analyst with Portuguese, you will leverage your knowledge of the Herbalife Marketing Plan and Rules of Conduct, along with your analytical and research skills, to determine refund eligibility and address after-sales issues. You will be responsible for verifying refunds, repurchases, and after-sales requests, including but not limited to returns, damaged products, missing products, and order audits. This role requires direct interaction with Members and their retail customers, handling complex and sensitive cases with the highest level of customer service.
Your work will support and reinforce current policies and procedures, adding integrity to the Marketing Plan and protecting consumers, Members, and the Herbalife business by upholding the Gold Standards. Given the regular audits by internal and external auditors, your work must consistently meet company policies, procedures, and regulatory requirements for each supported country.
In this role, you will:
- Stay current with Herbalife’s Marketing Plan, rules, policies, and regulations for supported countries, serving as a liaison between Members/Customers, internal departments, and management.
- Maintain an organized follow-up and filing/tracking system for all inquiries and cases, ensuring accuracy and compliance with procedures and country-specific regulations.
- Investigate cases related to BB/PM/RF/DX/PM/RE/DR, considering ordering patterns and past product replacement/refund requests, while educating Members to prevent future suspicious activity.
- Handle all after-sales inquiries, including issues related to warehouse, shipping, courier, or payment, by coordinating with all necessary parties to resolve issues with minimal negative impact.
- Create and maintain accurate and complete records across all business systems, ensuring inquiries are handled within 24-48 hours and cases are managed according to established quotas, service levels, and accuracy standards.
- Use fact-finding and analytical skills to identify and report product adverse claims, possible ethical violations, and other details related to requests and complaints.
- Deliver the highest levels of service in all interactions with Members & Customers, aligning with the values associated with WOW service.
- Support technical and ad hoc project rollouts, including requirements gathering, user acceptance testing, sign-off, training, and implementation.
- Adhere to all necessary service level agreements (SLAs), ensuring proper usage of company systems and correct categorization for workload tracking.
Our Requirements:
- Bachelor’s or Master’s Degree (or in progress), preferably in Finance, Management, or related fields.
- 1-2 years of experience in similar positions, with a background in customer service.
- Proficiency in Microsoft Office, especially Excel at an intermediate level.
- Ability to work within corporate systems; knowledge of Oracle or other ERP systems is a plus.
- Strong analytical and research capabilities.
- Command of the English language.
- Portuguese language - Min. B2/C1 level.
- Demonstrates excellent customer service.
- Strong interpersonal skills and the ability to communicate clearly, concisely, and courteously at all levels and across diverse cultures.
- Ability to recognize and escalate issues when necessary.
- High degree of flexibility to function under various timelines while maintaining a positive and professional attitude.
- Strong logical, analytical, and problem-solving skills, with the ability to accurately summarize and present key information.
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.
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/.
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