You are an important component in the business, working alongside our Customer Service Team to ensure our customers are given excellent service in relation to their concerns.

A SNAPSHOT OF YOUR ROLE

  • Answer inbound phone calls, make outbound calls, respond to e-mail, and manage chat sessions as assigned in accordance with established service level objectives.

  • Handle a complete range of inquiries with an exceptional quality of interaction, clarifying root causes of problems, researching answers, providing solutions, and exploring alternatives.

  • Provide product, program, compensation plan, and business information as necessary.

  • Assist with order processing, enrollments, and setting up new customers; issue RMAs if needed.

  • Provide basic technical support for the back office systems; escalate advanced issues to the IT Support staff.

  • Identify, report, and follow-up on website issues to ensure corrective action is taken.

  • Facilitate the connection of Market Partners to each other outside of the organization to enable productive collaboration.

  • Provide daily updates to department management regarding the overall nature of inbound calls and e-mail and any trends or concerns detected.

  • Alert the Compliance Coordinator to any potential issues that may have been uncovered as a result of routine customer service contacts.

  • Escalate unresolved problems when necessary.

  • Document all contact information according to Standard Operating Procedures.

  • Represent the MONAT brand, maintaining a professional, competent, and positive demeanor at all times.

A BIT ABOUT YOU

  • Excellent English language communication skills

  • Ability to work under pressure

  • Strong sense of accountability on agreed KPIs

  • Willing and able to maintain an appropriate standard of professionalism

  • Demonstrated capacity to work effectively within a team

  • A high level of PC competence and typing skill

  • A good track record in previous job

  • A good record of attendance and punctuality

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