Trainee voice operation

Job Description

POSITION DESCRIPTION JOB TITLE: Apprentice, Contact Center India - Member Services DEPT Member Services (1201) LOCATION Bangalore REPORTS TO Supervisor FLSA STATUS (HR assigned) JOB CODE (HR assigned) PAY GRADE (HR assigned) DATE Reviewed/Revised Date Created POSITION SUMMARY STATEMENT (defines the major functions/purpose of the position) The Associate Services Apprentice supports Herbalifes Vision, Mission and Values through excellent and professional customer service by assisting Associates and Customers with all business inquiries. The position is responsible for accepting inbound calls Associates and Customers. Associate Services Apprentice 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). Handle 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. SUPERVISORY RESPONSIBILITIES: N/A ORGANIZATIONAL RELATIONSHIPS Interacts with all levels of Associates and Customers. DETAILED RESPONSIBILITIES/DUTIES: List the expectations for each job responsibility including quality and quantity standards to which the incumbent is required to perform and receive a rating for during the Performance Appraisal. 1. 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. 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. Position description - Officer Page 1 5. Actively listens to the callers questions and digest the information before responding. Uses both open-end-and close-ended questions to gain further understating of the issue at hand. Responds to the caller with confidence to reassure the caller 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 uses internal resources effectively. Understands how the issues impact the business and makes 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 actions to resolve and/or escalate them to promote positive outcome. 8. Responds to Associate needs by being available to answer incoming questions supporting First Call Resolutions for Associates. 9. Meets Quality/ATT/Hold target for all the calls handled and ensures high quality of service to associates and preferred customers. 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: ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ 0 2 years of customer services experience Strong customer quality and results orientation skills Managing inbound and outbound calls Identifying customers needs, clarify information, research every issue and providing solutions Build sustainable relationships and engage customers by taking the extra mile Meet personal qualitative and quantitative targets Customer-oriented attitude with professionalism Good verbal, written and comprehensive skills with good command over English language Ability to adapt and learn new systems/technologies Ability to function as an individual and in a team Basic Knowledge MS Office Suite (Excel, Word and Outlook) Ability to type 40 wpm Strong customer and results orientation PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job. ¢ Must be able to see, hear, speak and write clearly in order to communicate with employees and/or other customers Position description - Officer Page 2 ¢ Manual dexterity required. (Check One by double clicking on the box:) Sedentary: Limited activity, no lifting, limited walking Light: Office work, some lifting, considerable walking Moderate: Mostly standing, walking, bending, frequent lifting Arduous: Heavy lifting, bending, crawling, climbing WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment. ¢ ¢ The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate. I have read and understand the essential functions of the job and know that other duties may be assigned and/or changed at any time Print Name Employee Signature Date Position description - Officer Page 3