Representative – Membership Practice and Compliance (Thai Speaker)

Job Title: Representative III, MPC - Excellence Center - APAC

Location: MY-Kuala Lumpur

Overview:

THE ROLE:

The purpose of this position is to educate and coach Independent Members on the Herbalife Member Rules of Conduct, Business Marketing Plan, the terms and conditions of the Herbalife Membership 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 Member businesses may thrive and protect Herbalife’s intellectual property rights, thereby protecting Herbalife’s Independent Members, the Customers and the brand and image of the company

HOW YOU WOULD CONTRIBUTE:

• 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.
• Focus on and become specialized in the MPC area as requested (e.g. unauthorized sales channel, social media, dual memberships, volume and organizations adjustments etc.)
• Access risk level of complaints & appeals from members and customers and escalate to team supervisor/manager and/or other departments in a timely manner.
• Process complaints from Members/customers / internal & external parties, and proactive initiatives, as assigned by the Country MPC team, and record in the HCM system in accordance with SLA.
• Conduct proactive research to minimize potential violations related to members’ business activities, including but not limited to reviewing the internet and/or any media, generating internal reports to analyze trends of members’ activities, and/or working with external agencies.
• Conduct investigation, both online and offline, to gather and analyze available data to identify concerned members related to the violation.
• Effectively utilize applicable databases, the internet, and internal & external sources for various research and investigation.
• Interact and communicate professionally with various departments, Members, and customers
• Provide support to Region MPC in case file handling and other administrative duties, e.g. translation of texts for Contents purposes.
• As the ambassador or the MPC team, communicate with members, in both written and verbal format, to find out the root cause of the violation.
• Provide guidance to Members so they can advertise and promote their businesses in a manner that is correct, ethical, and fair.
• Handle case files as per procedure and escalate to Superior when needed.
• Enforce the Rules of Conduct & Member Policy by following the standard resolution to provide coaching & education as well as sanction to members.
• Able to prioritize quality service aligning with the defined processes and meeting the SLAs. Managing each case file with an efficient solution and in a professional, timely, and quality manner.
• Be a team player in supporting the team and colleagues to ensure a consistent and timely workflow.
• Exalt and protect Herbalife’s reputation through partnerships with Members so that their messages are consistent with the company’s.
• Support and participate in trainings and other corporate activities.

Responsibilities:

Qualifications:

SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:

Skills:

Required:

• Excellent verbal & written communication skills in English and telephone etiquette. Knowledge in other languages in the Regional and good presentation skill would be a plus.
• Proficiency in Microsoft Office programs
• Must be self-motivated and highly attentive to detail and follow up. Be result oriented.
• Strong fact finding skills and excellent follow-through skills
• A positive, outgoing personality (especially attitude, enthusiasm and flexibility) with the ability to work effectively, as a team, with co-workers as well as all levels of management, with sensitivity to cultural diversity.
• Excellent interpersonal skills with strong customer service 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 in order to function under varied time-lines and adapt as the external environment and organization evolve
• The ability to work under deadline pressure while maintaining a positive and professional attitude in a very fast-paced environment

Experience:

Required

• 3-5 years prior experience in a customer service-related field.
• At least 2 years experience in a position of policies / guidelines bounded environment which requires resolving problems in a day-to-day operations
• Preferred
• Experience in multi-level marketing
• Experience working in compliance, investigation based or legal related fields

EDUCATION

Required

• High School Diploma or equivalent level

Preferred

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