Associate, MPC Global Contact Center (Bilingual)

This position is Available in Las Fuentes & Querétaro.

ABOUT THE COMPANY:
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 through dedicated independent Distributors in more than 90 countries. Our Mission is to change people’s lives by providing the best business opportunity in direct selling and the best nutrition and weight-management products in the world.

POSITION SUMMARY STATEMENT:
The purpose of this position is to educate and coach Independent Distributors on the Herbalife Distributor Rules of Conduct, Business Marketing Plan, the terms and conditions of the Herbalife Distributorship Application and Agreement and regulatory requirements. It is also to enforce and correct violations, in order to promote an ethical and fair environment in which Herbalife products may be distributed, Independent Distributor businesses may thrive and to protect Herbalife’s intellectual property rights, thereby protecting Herbalife’s Independent Distributors, the Customers and the brand and image of the company.

DETAILED RESPONSIBILITIES/DUTIES:

1.    Be knowledgeable and updated with the Herbalife Member Rules of Conduct, Sales & Marketing Plan, Herbalife’s intellectual property rights, and local regulatory requirements in order to support members’ inquiries and coach members to conduct business in compliance with internal and external rules/laws.

2.    Guide Distributors so they can promote their businesses in a manner that is correct, ethical, and fair.

3.    Focus on and become specialized in one or more specific MPC areas as requested (e.g. Nutrition Clubs, Social Media, Unauthorized Sales channels, internet, export, dual Distributorships, HRT ( ̈expand Live Monitoring of high-risk receipts, and ultimately prevent inaccurate receipts from being accepted and generating earnings by our systems), Receipting Compliance, Live Q Incoming calls with Outbound Campaigns or Qualifications Review/Audit, etc.).

4.    Be knowledgeable and updated with the Herbalife Distributor Rules of Conduct, Business Marketing Plan, Herbalife’s intellectual property rights, and local regulatory requirements to support the Distributor’s inquiries and coach Distributors to conduct business in compliance with internal and external rules/laws.

5.    Enforce the Rules of Conduct & Member Policy by following the standard resolution to provide coaching and education as well as sanction to members.

6.    Effectively utilize applicable databases, the internet, and internal and external sources to perform various systems and other research.

7.    Interact and communicate professionally with various departments, Distributors, and customers.

8.    Able to prioritize quality service aligning with the defined processes and meeting the SLAs. Managing each file with an efficient solution and in a professional, timely, and quality manner.

9.    Be a team player in supporting the team and colleagues to ensure a consistent and timely workflow.

10.  Complete all clerical responsibilities associated with own or the team’s duties including but not limited to letter correspondence, emails, calls, and filing.

11.  Exalt and protect Herbalife’s reputation through partnerships with Distributors so that their messages are consistent with the company’s.
MPC Associate I Job Description Page   

12.  Support and participate in training and other corporate activities.

13.  Attend incoming calls from the Americas and, OB campaigns maintaining optimal SLA

REQUIRED QUALIFICATIONS:

Skills:

• Advanced english 
• Strong clerical skills and the ability to type 40+ words per minute.
• Proficiency in Microsoft Office programs
• Excellent written and verbal communication skills and telephone etiquette
• Strong customer and results orientation
• Strong fact-finding skills and excellent follow-through skills
• Ability to relate details accurately, clearly, and completely.
• Strong negotiation skills
• Strong logical, analytical, and problem-solving skills with the ability to accurately and precisely summarize and present key information.
• Ability  to  solve  practical  problems  and  organize  workload  for  effective  implementation  under general supervision.
• High degree of flexibility to function under multifaceted timelines and adapt as the external environment and organization evolves.
• The ability to work under deadline pressure while maintaining a positive and professional attitude in a very fast-paced environment.
• Able to interact effectively at all levels with sensitivity to cultural diversity.

Experience:Required

• At least 2–3-year experience in a service-oriented industry
• At  least  2–3-year  experience  in  a  position  of  policies/guidelines  bounded  environment  which requires resolving problems in a day-to-day operation.

Preferred

• Experience in multi-level marketing
• Experience working in compliance, investigation based or legal-related fields.    

Education: Required

• Should be at least at High School Diploma or equivalent level.

Preferred

• Educated or completed comprehensive training in the para-legal field
• College/University Degree

Only for internal candidates

• Daily Shake: average of 90% in the last 3 months