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Amway Global Business Services
Customer Service Supervisor - Contact Center
Amway Global Business Services
location iconLocations: Kraków
level iconLevel: specialist
time iconWorking hours: Full time
Work model: Hybrid
Based in Ada, Michigan, Amway is one of the world's leading direct sales companies. We operate in more than 50 countries around the world offering a variety of products: health, beauty and home care. Amway Business Services Center was established in March 2010 to provide state of the art service to corporate operations across Europe, India and Africa. From graduates to highly qualified experts we hire the best professionals in the fields of Finance, Customer Service, Marketing, IT and HR. Here, you have the opportunity to add value and be valued – to achieve your professional goals and work with truly exceptional people. We believe in your potential and we value your talents.

Currently we are looking for a person for the position of:
Customer Service Supervisor - Contact Center

Customer Service Supervisor - Contact Center

Amway is a large multinational family-owned consumer goods company and the leading direct selling company worldwide. Amway offers more than 450 high-quality products and innovative solutions in the categories of nutrition, beauty, and home care exclusively through independent distributors and the own webshop. The company was founded in 1959 in Ada, United States, and operates in more than 100 countries generating revenue of 8.1 billion USD in 2022. Amway’s top-selling brands are Nutrilite™ vitamin, mineral, and dietary supplements, ARTISTRY™ skincare and color cosmetics, and eSpring™ water treatment systems.

What you’ll do:
  • Work in a consultative and supportive manner with ABOs to manage their business needs
  • Receives and responds to enquiries related to products, promotions, orders, invoices, payments, returns, online platforms, incentives, terms and conditions, communications
  • Resolves Amway Business Owner claims and complaints fairly and effectively in a diplomatic manner to satisfy customer needs
  • Monitors Key Performance Indicators (KPI) and contributes to achieve 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 enquiries 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 ABOs and customers, as well as other stakeholders across the ESAN region
  • 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
  • Coordinates Quality Assurance and Training-related tasks to enable customer service meet our quality standards
  • Decision making for goodwill refunds, promotions, and free deliveries
  • Acts as main point of contact and clarification for other departments, and external service providers (Business Conduct, Finance, Comms team, etc.)
  • Participates in creation, (re)definition of specific processes and procedures
  • Tests new software as required, keeping in mind ABO needs according to market-specific requirements
  • Assumes full responsibility by answers and input provided, with high exposure
  • Second-level check by ABOs EOM qualification enquiries. Aligning the PV adjustment requests with the Supervisors
What you’ll need:
  • Holds a Bachelor degree or higher
  • Excellent (C1) language skills in one or more of following European languages: German / Italian / Spanish / French / Greek
  • Excellent (C1) language skills in one or more of following European languages: Bulgarian / Croatian / Czech / Danish / Dutch / Finnish / Hungarian / Norwegian / Portuguese / Romanian / Russian / Slovakian / Slovenian / Swedish
  • Excellent (C1) English language 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
  • 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 teamwork and solution-oriented mindset
What can you expect from us?
  • Online recruitment process
  • Hybrid Work model (3 days from office and 2 days from home)
  • Flexible Working Hours
  • Private medical care in LuxMed Group
  • MyBenefit Cafeteria Platform (with Multisport card available)
  • Group Life Insurance after probation period
  • Additional day off for your Birthday
  • Additional two days off per year for voluntary activities of your choice
  • Employee discount for high-quality Amway products
  • Annual Bonus depending on the yearly company and individual performance
  • Various portfolio of internal&external trainings: professional certifications, access to e-learning platform
  • Language courses co-financed by us
  • Possibility of growth inside of organization
  • International team environment
  • Relocation package for candidates outside Poland
  • Numerous company events and office initiatives
  • Family atmosphere with no formal dress-code
  • Attractive office location in the heart of Krakow (High 5ive, Pawia street)
How to apply

If you are interested in this job, please send your application via "Apply" button.

The following statement should be enclosed to your application:
"I hereby give consent for my personal data included in my application to be processed by Amway Business Centre-Europe Sp. z o.o. located in Zabierzów (adres: Krakowska 280 str., 32-080 Zabierzów) for the purposes of current and future recruitment processes, in accordance with the Personal Data Protection Act dated 29.08.1997 (uniform text: Journal of Laws of the Republic of Poland 2002 No 101, item 926 with further amendments)."

This job is no longer available

Recruitment process for this position has ended.

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  • iconCustomer Service, BPO/SSC
  • iconEnglish, Bulgarian, Croatian, Czech, Danish, Dutch, Finnish, Hungarian, Norwegian, Portuguese, Romanian, Russian, Slovak, Slovenian, Swedish
  • iconKraków, małopolskie

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