Job Description

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Client Background: Global Nutrition Company that develops, markets and sells nutrition supplements, weight management, sports nutrition and personal-care products. The company was founded in 1980, and it employs around 7,400 people worldwide

Industry: Healthcare

Location: Bangsar South (Hybrid)

Tenure: Permanent

Remuneration: Basic salary + Jap language allowance RM1,000

Responsibilities:

\xc2\xb7 Support day-to-day activities of Member Operations through effective communication with the Members Services team and Members via telephone and other channels of communication

\xc2\xb7 Able to execute an effective manpower arrangement to ensure manpower and various resources are being allocated effectively and efficiently to run the operation at an optimum level at all times.

\xc2\xb7 Assist staff in operation when necessary and be a team leader and team player at the same time

\xc2\xb7 Lead and motivate rep I, rep II tasks to support Members\' expectations and needs in information handling records, refunds, repurchases, order audit, and after-sales.

\xc2\xb7 Able to provide a buddy system (knowledge sharing and guiding the new joiner) through the first few weeks or months on the job

\xc2\xb7 Assist the Member Operations Supervisor by monitoring and maintaining Member Operations reports and taking necessary actions after analysis of the reports to identify the next improvement action and increase the Total Satisfaction Factor rate to improve quality service to members and colleagues.

\xc2\xb7 Lead to lead rep I, rep II in ad hoc projects, events, UAT (user acceptance testing), and provide suggestion/feedback

\xc2\xb7 Familiar with internal department policy & procedures including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, System Behavior, Member Compensation system and etc.

\xc2\xb7 Able to log SNOW/ISupport and highlight to IT immediately where there is a system issue that will affect Members\' experience and operation. Able to work and communicate with IT on the solution and direction.

\xc2\xb7 Constantly looking for ways to improve performance and make appropriate recommendations to the Manager as and when such opportunities are identified. This will be demonstrated by a clear and ongoing process of improvement with the teams and by quality initiative from time to time.

\xc2\xb7 Work closely with all cross-functional teams on operations, procedure-related and able to analyze the impact and anticipate the question that arises from members

\xc2\xb7 Capable of assisting in the preparation of Weekly Issues reports and monthly reports. This will be demonstrated by reports being complete and submitted on time and by their content being accurate and covering all key issues

\xc2\xb7 Able to take full ownership to communicate with logistics and 3PL when there is an urgent issue or feedback and get permeant solutions as well as preventive solutions

\xc2\xb7 Able to build/ create a good relationship with the team to build a fun and happy working environment

Requirements:

- Preferably University Graduate or equivalent..

- At least 3 years of working experience in a service industry with a minimum of one year in a senior / team lead role.

- Proficiency in verbal and written English, and another language (Japanese) proficiency is required

- Pleasant personality with excellent interpersonal skills

- Ability to provide superb customer service and resolve problems independently under the company\'s guidelines

- Self-motivated and attentive to details with strong initiative

- Ability to work in a result-oriented atmosphere under pressure and meeting tight deadlines as flexible working hours may be required

- Good computer literacy (Word/Excel/Powerpoint)

- Flexibility in performing efficiently in a fast-paced work environment.

- Ability to solve problems and challenges and carry out responsibilities under minimal supervision.

- Ability to meet deadlines and work under pressure which working overtime and flexible hours are expected.

Sub Specialization : Services;Customer Services
Type of Employment : Permanent
Minimum Experience : 1 Year
Work Location : Kuala Lumpur

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