Answers Customer Service calls in a professional and courteous manner. Solves all issues with the purpose of creating complete customer satisfaction, taking every opportunity to show the customer their value to the company.
Essentail
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Develops a positive line of communication with customers and leadership.
- Maintains a professional and courteous manner when interfacing customers.
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Records notes related to every call taken in customer log files in detail. Read logs before finding resolution.
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Forwards logs pertaining to shipping problems, customer concerns, and requests to appropriate department, service group, or individuals.
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Reships products lost by carrier, damaged or items missing from the order by verifying the actual order and completing a reship invoice.
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Refunds issues on customers’ accounts.
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Contacts customers regarding address issues resulting in returned parcels.
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Reclaim product sent in error, and issuing prepaid postage labels.
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Answers basic customer questions related to company products and services.
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Assists other departments with product returns, shipping problems, and credit issues.
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Transfers specific customer request calls to appropriate department, service groups, or individuals.
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Applies policies uniformly and consistently by correctly interpreting problems and determining resolutions.
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Tracks UPS, DHL, Canada Post, and International Bridge Shipments.
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Customer Retention
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Manage time on and off phones with “Not Ready” time
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Completes new customer phone enrollments by accurately and courteously obtaining and verifying customer information.
Additional
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Assists Customer Care during heavy call periods.
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Assists other departments in completing month end tasks.
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Performs other duties as assigned or needed
Essentail
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Exceed average performance on Quality Development and Score Card.
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10 key touch.
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Supports Customer Care standards and goals as determined by Customer Care Managers and Coordinators. (i.e. Complete Customer Satisfaction percentage, Average Order Size, Team and Individual Measurements Standards.)
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Attend regular Melaleuca trainings as determined by Customer Care Managers and Supervisors.
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Typing 40 wpm.
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Ability to analyze and solve problems.
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Interpersonal and customer relation skills.
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Ability to work under stress.
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Communicate effectively with individuals in person and by phone.
- Ability to work independently and professionally.
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Ability to perform the essential duties and responsibilities with efficiency and accuracy.
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Sit with intermittent walking.
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Work overtime as needed.
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Shifts at month end can be 12 hour shifts with 30 min lunch breaks
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Potential to work 1 day for 10 hours, following day for 12 hours, following day for 10 hours, and additional day 9 hours with 30 min lunch breaks
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Potential to work 6 days a week
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Average personal break time is 3 mins per hour worked
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Headset worn over ears and attached to the desk phone
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Ability to stand at the desk, but the desk height can’t be adjusted, the chair can be adjusted
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Required to attend training lasting approximately 4-6 hours with break times scheduled
