Key activities
- Work in a consultative and supportive manner with ABOs to manage their business needs
- Receives and processes requests and enters and updates data in computer systems
- Receives and responds to inquiries related to products, promotions, orders, invoices, payments, returns, online platforms, incentives, terms and conditions, communications
- Resolves customer claims and complaints fairly and effectively in a diplomatic manner to satisfy customer needs
- Monitors Key Performance Indicators (KPI) and contributes to achieving service level targets related to service delivery and customer satisfaction
- Contributes to the implementation of our Sales and Marketing Plan and Business Conduct Rules
- Maintains contact management database by entering information
- Uses knowledge management resources to provide complete and correct information
- Directs unresolved requests and inquiries to further support levels and to other departments and affiliates
- Ensures that the confidentiality of data is kept and applies all legal requirements
- Implements innovative ideas and solutions to support an environment that embraces continuous improvement to drive customer value.
- Assists other team members to leverage and develop their capabilities
- Leads projects across various departments
- Builds and maintains professional relationships with customers and stakeholders across the European affiliates
- Monitors the workload and delegates task to team members. Ensures that key performance indicators are achieved
- Handles major incidents, that cannot be resolved by team members
- Sets daily direction, delegates and solves problems. Identifies and implements improvement opportunities to move work forward within the standards and processes
- Conducts hiring interviews and makes recommendations for new hires
Profile we look for
- Holds a Bachelor degree or higher
- Excellent (C2) language skills in one or more of following European languages: German / Italian / Spanish / French / Greek
- Excellent (C2) language skills in one or more of following European languages: Bulgarian / Croatian / Czech / Danish / Dutch / Finnish / Hungarian / Norwegian / Portuguese / Romanian / Russian / Slovakian / Slovenian / Swedish
- Advanced (B2) English skills
- Four years of proven working experience in the customer service field
- At least one year working experience in a contact center environment or alternatively experience in working with customers in a service oriented area
- Good MS Office skills
- Able to communicates information in a professional tailoring style to the audience
- Strong focus on internal and external customers
- Ability to react positively when faced with new challenges or opportunities
- Respects and values the differences among various cultures, willing to work in an international and multilingual environment
- Helps others to positively embrace change
- Enthusiastic approach to team work and solution oriented mindset
What we offer
- Attractive office location near Krakow City Center (Opolska street)
- Numerous company events (family picnics, Christmas parties, Carnival balls, Away Days, International and Product days)
- International team environment
- Benefits: Private medical care, MyBenefit, Life insurance
- Fresh fruits every Monday
- Employee training (induction training, “Amway University” portfolio, language training, professional certification)
- Product discount
- Relocation package for candidates outside Poland
How to apply
If you are interested in this job, please send your application via "Apply" button.
Purpose of Role:
• Provides excellent customer service for Amway Business Owners (ABOs) to support them in building a successful Amway business
• Handles inquiries and requests of ABOs, Customers and Prospects via different communication channels in direct conversations and in writing
• Motivates, develops and leads a team of Customer Service Representatives to peak performance