29 days old

Global Service Advocate II

Addison
Addison, TX 75001
  • Job Code
    120765813

Overview

The Global Service Agent Level II (must be a bilingual native Polish/English speaker) receives incoming calls on the field support and VP support queues, responds to questions via email and live chat, processes orders and returns while supporting Consultants to build their businesses. This includes resolving issues and effectively relaying the details of products, complex commission structures, promotions, and incentives.

Schedule: 2am-12pm (to support time difference in UK)



Responsibilities

Essential Functions and Basic Duties:

  • Ensure calls, emails, and chat are handled according to departmental requirements
  • Deliver excellent customer service
  • Effectively resolve complex customers issues
  • Answer questions regarding product details
  • Assist customers with technical issues
  • Provide follow-up calls as needed
  • Handle calls directly from VPs or company executives
  • Must have a clear understanding of business rules, terms and conditions, and policies/procedures regarding the success plan
  • Responsible for providing offline support to customers, through various returns requests.
  • Accurately file and document return requests, in various systems such as Core/Commerce Manager and the various shared drives and databases used.
  • Take ownership of customer inquiries and act with empowerment
  • Must follow International compliance guidelines by Country
  • Must meet Productivity standards
  • Must meet Quality standards
  • Must meet Key Performance Indicators



Qualifications

Essential Job Requirements:

  • High School Diploma or equivalent required; Associates or Bachelors degree desirable.
  • Bilingual native Polish/English communication skills REQUIRED
  • Minimum of 2-3 years Customer Service experience in an inbound contact center, preferred
  • Must be proficient or better in computer knowledge, especially Microsoft Office Suite
  • Ability to learn and utilize a variety of computer software programs
  • Multi-level marketing compensation plan experience a plus

Essential Job Expectations:

Attendance:

  • Must demonstrate and maintain an excellent record of punctuality and attendance
  • Reliable transportation is required

Job Knowledge:

  • Must have the capacity to retain and process the information provided in the company training program
  • Must be meeting the essential functions and basic duties as described for this position
  • Must possess technical aptitude to diagnose system and or process issues

Professionalism:

  • Must have the capacity to demonstrate professionalism and a positive attitude

Interpersonal:

  • Must be courteous to colleagues and assist in other tasks when requested to do so.
  • Must have the capacity to be a team player

Availability:

  • Must be capable of working a flexible schedule, weekend hours, and overtime hours when requested to do so.

Job Progression:


Progression to Global Service Advocate (GSA) III requires demonstrated proficiency in the GSA II role, and will be based on;

120-day metric ramp-up period
90 days sustained performance meeting metrics
Attendance, corrective action and Core Values fit will be considered
Promotions will be aligned with the annual review process



PI120765813

Categories

Posted: 2020-06-09 Expires: 2020-07-10

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Global Service Advocate II

Addison
Addison, TX 75001

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