Customer Service Team Leader with Portuguese (Temporary Contract for 12 months)

Overview

Customer Service Team Leader with Portuguese (Temporary Contract for 12 months)Herbalife GBSC Krakow

 

About the role and scope of duties:Team Leader is supporting Supervisor in managing the service delivery and levels of full engagement with Members. In absence of the Supervisor is solely responsible for the day-to-day tasks of the Member Services team for all Member Services functions. On daily basis Team Leader engages in:

• Delivery of the highest levels of the Member experience where customer centricity is the key focus. WOW service delivery.
• Attention to activities which support Business growth/ development (Inbound/ Outbound: proactive Coaching, Awareness & Up Education, support for S&M initiatives and Country/ Regional goals). Adding value in every interaction.
• First line of escalation in supporting Member needs, effectively handling all interactions and providing positive outcome in every instance for the Member.
• Adherence to Service/ Business targets.
• Coach/mentor and develop Member Services Representatives.
• An Ambassador for Herbalife Brand in line with corporate values and EMEA goals to assure the Brand & image is maintained.
• Additional support in Quality Assurance evaluations.
• Real time monitoring Member Services metrics.
• Participation in meetings with other departments and markets within Member Services, when requested.
• Team Leader also acts as first point of support and escalation for Member Services Representatives, provide feedback and mentoring, act as subject matter experts, sets an example of desired behaviors actively participates in onboarding of new employees engages in Training and Coaching of Member Services Team.

Our Requirements:

• Proven experience of handling direct customer contacts and complaint management.
• 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 spirit
• A desire to exceed Member expectations and passionate about making a positive contribution to the team, internal customers and Members.
• Highly capable of engaging with Members to coach, up educate & positively influence.
• A self-motivator with excellent organizational skills.
• Demonstrates excellent verbal and written communication skills enabling effective feedback and mentoring activities.
• Excellent command of English.
• Fluent in Portuguese (C2 level).
• Confident in the use of computers, related technologies and corporate systems.
• Ability to work independently and as part of a team.
• An outgoing and positive attitude with the ability to positively influence & motivate.
• Willingness to work in an environment with well-define targets.
• Great knowledge of customer service and call center KPIs.
• Flexibility and willingness to travel to support events is a plus.

We offer:

• Temporary Contract for 12 months.
• 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.
• Possibility to shape our company through CI activities & programs.

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://www.herbalife.com