Customer Service Consultant (MLM Wellness)
$187,200,000–$187,200,000 year
On-siteMelbourne, Victoria, Australia
Job Summary
Provide world-class multi-channel support via phone, email, and chat to Brand Partners and customers, acting as a Subject Matter Expert on the product portfolio, promotional offers, and the Compensation Plan. Proactively generate and process new product orders while identifying opportunities to upsell and cross-sell to drive regional sales revenue targets. Build long-term relationships with Brand Partners to foster a supportive business community and resolve complex challenges involving returns, refunds, and technical inquiries through collaboration with internal stakeholders. Maintain meticulous records to ensure data-driven service improvements while consistently meeting KPIs for call volume, handling quality, and service levels. This role supports the ANZ expansion of a Top 50 Global MLM company during its growth phase.
Required Qualifications
- Multi-channel support capability (Phone, Email, Chat)
- Subject Matter Expert knowledge of the company's product portfolio
- Knowledge of promotional offers
- Knowledge of the Compensation Plan
- Knowledge of the company's Policies and Procedures
- Ability to generate and process new product orders
- Ability to identify opportunities to upsell and cross-sell additional products
- Ability to resolve complex challenges including escalation of returns, refunds, and technical inquiries
- Ability to maintain meticulous records and internal tracking
- Ability to meet and exceed KPIs related to call volume, handling quality, and service level expectations
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