Representative III - Member Business Practices & Compliance (Vietnamese speaker)

Representative III - Member Business Practices & Compliance (Vietnamese speaker)

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 to protect Herbalife’s intellectual property rights, thereby protecting Herbalife’s Independent Members, the Customers and the brand and image of the company. Responsibilities:

1. Be knowledgeable and updated with the Herbalife Member Rules of Conduct, Sales & Marketing Plan, Herbalife’s intellectual property rights and local regulatory requirement in order to support members’ inquiries and coach members to conduct business in compliance with internal and external rules/laws.
2. Focus on and become specialized in MPC area as requested (e.g. unauthorized sales channel, social media, dual memberships, volume and organizations adjustments etc.)
3. Conduct proactive research to minimize potential violations related to member’s business activities, including but not limited to reviewing the internet and/or any media, generate internal reports to analyze trends of members’ activities, and/or work with external agencies.
4. Effectively utilize applicable databases, the internet and internal & external sources for various research and investigation.
5. Interact and communicate professionally with various departments, Members and customers.
6. 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.
7. Conduct investigation, both online and offline, to gather and analyze available data to identify concerned member related to the violation.
8. Provide support to Region MPC in case file handling and other administrative duties, e.g. translation of texts for Contents purposes.
9. Enforce the Rules of Conduct & Member Policy by following the standard resolution to provide coaching & education as well as sanction to members.
10. Provide guidance to Members so they can advertise and promote their businesses in a manner that is correct, ethical and fair.
11. Able to prioritize quality service aligning with the defined processes and meeting the SLAs. Managing case files with an efficient solution and in a professional, timely and quality manner.
12. Be a team player in supporting the team and colleagues to ensure a consistent and timely workflow.
13. Exalt and protect Herbalife’s reputation through partnerships with Members so that their messages are consistent with the company’s.
14. Support and participate on trainings and other corporate activities.

Qualifications: Skills: Required:

• Excellent verbal & written communication skills in English and telephone etiquette. Knowledge of 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 day-to-day operations.

Preferred:

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

Education: Required:

• Diploma or equivalent level.

Preferred:

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

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