Overview:
*representative back office r&r, bilingual*
*recruiter*:alma martinez
*reports to*: ricardo gonzalez
*-staff iii-*
*overview*:
the contact center refunds & repurchase representative must utilize knowledge of the herbalife marketing plan, rules of conduct, employ analytical and research techniques to determine refunds eligibility. Perform verification of the earning certification form, which requires direct contact with distributor, preferred members, and their retail customers. Excels in customer service skills, experience and be able to handle complex and sensitive cases. This process supports and reinforces our current policies and procedures, strengthens, and adds integrity to the marketing plan, and protects consumers, distributors preferred members, and the herbalife business.
*main responsibilities*:
- provide phone support to the following regions nam and sam/cam.
- must use fact-finding and analytical skills to identify and report product adverse claims, possible ethical violations, and all details related to their request and/or complaint.
- responsible for creating and maintaining accurate and complete records (research, communication, etc.) across all business systems. By creating rma files or documenting calls via sales force and hcm.
- must stay informed and stay current with herbalife’s marketing plan, rules, and policies including ftc requirement processes.
- serve as a liaison between distributors/preferred members/customers, internal departments, and management by handling all work-related interactions in a courteous, cooperative, and professional manner.
- r&r contact center representatives are expected to meet accuracy requirements to be in compliant with ftc and sox requirements.
- ensure that all calls backs are handled within 24 hours.
- investigate all bb/pm/rf/dx/px/re/dr cases, considering member’s ordering patterns and past product replacement/refund requests. Maintain focus on further educating our members to avoid future suspicious activity related to product replacement/refund requests.
Job qualifications:
*requirements*:
- high level english - written and spoken
- high school diploma
- daily shake: average of 90% in the last 3 months
*abilities and skills*:
- ability to communicate in a clear, concise and courteous manner, internally and externally, at all levels and across diverse cultures.
- ability to recognize and escalate issues as needed.
- high degree of flexibility in order to function under various timelines while maintaining a positive and professional attitude and adapt as the external environment and organization evolves.
- strong logical, analytical and problem-solving skills with the ability to accurately and precisely summarize and present key information.