REMOTE-Icelandic Speaker-Customer Relationship Supervisor

REF: TC – SCSE – ICE – REM

***Icelandic Speaking – Customer Services Executive – REMOTE***

REMOTE – Or Hybrid from Uxbridge Office

Mon – Fri / 9am – 5pm

POSITION SUMMARY STATEMENT

This exciting role is for a Customer Relationship Supervisor, Member Services, UK, Ireland & Iceland, supporting with UK and Irish markets. They will develop closer relationships with the Icelandic market specifically Leadership, and leverage these relationships to identify opportunities for process and service improvements. They will be the face of our Client’s in Iceland and the voice of the Icelandic market – utilising knowledge, statistics and relationships from both sides, to deliver outstanding service levels whilst encouraging future growth of the market.

Who are they?

Our client is a global nutrition company that has helped people pursue a healthy, active life since 1980. Their nutrition, weight-management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries. It is a publicly traded company on the New York Stock Exchange (NYSE: HLF) with more than 7,800 employees and millions of customers. The company reported net sales of $5 billion in 2014.

This company offers a culture focused on your career to help you expand your talents, develop your career and a chance to change lives. Great opportunities for progression across different areas.

For over 35 years, they’ve known that good nutrition leads to a better life. If you would love to help them on this mission for nutrition, this is your opportunity!

POSITION RESPONSIBILITIES AND EXPECTATIONS

This individual will report directly to the Member Services Supervisor for UK, Ireland & Iceland, but will collaborate effectively across departments to holistically support and develop the Distributor base. Responsibilities will include managing inbound workload from distributors (phone lines and online inquiry), investigating and resolving all escalations and utilising relationships with key stakeholders to effectively service all Distributor needs. The CRM will be the main point of contact for all Distributor queries and will be close enough to market leaders that they can proactively conceive and implement service improvements to ensure outstanding service delivery.

Impact The CRM will work effectively in both directions – working with internal teams reactively, to resolve all queries and escalations in a timely manner; while also bringing insight back to internal teams to proactively go above and beyond.

· Build strong, meaningful relationships with internal and external stakeholders

· Take ownership of the overall service delivery of the Icelandic Market

· Ensure SLAs and KPIs are met and maintained

· Liaise directly and regularly with Leadership

· Collaborate effectively across internal departments and support with wider team deliverables

· Be the first point of contact for all Distributor queries and escalations

· Efficiently prioritise and manage all queries through to full resolution

· Analyse quantitative and qualitative data to identify opportunities to improve

· Implement process improvements

The Package

Our client offers competitive salaries, company pension, medical, dental, holiday pay, discount on Healthy products, service award scheme, free nutritional shakes at work, and much more.

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