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A career at Amway is a career in opportunity. At Amway, you can explore and grow, make a difference, and find success. Established in 1959, Amway is a multi-billion dollar company, and the world’s No. 1 direct selling business, according to the Direct Selling News Global 100. Amway is a center of health, skincare and home product innovation and top-selling, global brands. We manufacture and distribute 450+ consumer products. More than 17,000 employees worldwide support millions of Amway Business Owners who sell Amway products.

 

Purpose

 

Leads the team of primary (CSRs) contact agents for the ABOs orders, questions, business related issues, and product support. Directs the work of a team of Customer Service Representatives to consistently deliver performance to service the needs of the ABOs. Functions as Subject Matter Expert in Customer Service and work in collaboration with Retail Experience. Role also includes work assignments and allocation of resources, training support and reinforcement and customer service escalations.

 

 

Responsibilities

  • Provide exceptional ABO support with inbound, outbound and/or back office service support. Ability to effectively handle escalated situations both internal and external.
  • Manage, motivate, lead and develop staff to ensure excellence in customer service is consistently delivered while maintaining costs within annual budget expectations.
  • Create specific and measurable goals/action plans to achieve target results set.
  •  Accountable to achieve results as required for the team and individual performance
  • Responsible for leading and coaching a team of Customer Service Representatives to consistently deliver performance to service mission standards.
  • Promote only the highest level of customer service through policies, performance and practice
  • Ensure customers receive quick, accurate, competent help to ensure complete customer satisfaction to maintain and grow customer base and revenues
  • Identify and support improvements that are customer centric and efficient.
  • Troubleshoot and remove obstacles that impede our ability to deliver seamless process and execution in support of ABOs.
  • Implement value-adding process changes, conduct informational huddles, verify process understanding.
  • Develop staff to be high performing customer service advocates, independent problem solvers and excellent team players
  • Accurately assesses employee strengths and growth areas and ensures development plans are in place to facilitate maximum potential

 

 

 

 

 

 

  • Provide continuous performance-based feedback.
  • Effectively ensures policies and procedures are consistently and equitably applied
  • Actively promotes relationships of trust and respect throughout the organization
  • Manage day to day operations as they relate to specific staff and team assignments and support needs.
  • Provide escalation support independently to resolve staff and customer issues
  • Acts as a customer advocate demonstrating effective conflict resolution to ensure complete customer satisfaction
  • Responsible for strong-team building performance, high morale and employee satisfaction
  • Handle project assignments with supervision

    KPIs : Project CMP, Inbound Calls Service Quality, Call Accesibility, Call Efficiency

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND/OR RELATED EXPERIENCE
* or an equivalent combination of formal education, on-the-job training, and/or work and life experience

Degree Field

Business, Management or related field

 

Required Knowledge, Skills, Abilities and/or Related Experience:

• Strong functional knowledge of call center operations
• Strong proficiency in PC operations, Call monitoring software applications
• Analytical abilities to manage results and performance trends
• Proficiency in coaching achieve and maintain qualification levels
• Strong time management and organizational skills
• Strong supervisory and team building  skills
• Strong knowledge of quality assurance protocols
• Ability to stay focused and act independently in emergency or emotionally charged situations


Job Segment: Business Manager, Manager, Quality Assurance, Call Center, Customer Service, Management, Technology