Customer Service- French Speaking Full-time

Melaleuca has firmly supported its mission—“Enhancing the Lives of Those We Touch by Helping People Reach Their Goals”—since 1985. Everything we accomplish promotes physical, environmental, financial, and personal wellness. By manufacturing and selling effective, high-quality, natural, health-oriented products, we help people live more vibrant, healthier, and happier lives. With annual revenue consistently over $2 billion, over 4,000 team members, and operations in 19 countries, Melaleuca is positioned for even more rapid growth.

About the role

As a Customer Service Specialist in our call center, you will answer customer calls professionally and courteously, resolve issues to create complete customer satisfaction, and demonstrate the customer’s value to the company.

Responsibilities

• Develop a positive line of communication with customers and leadership.
• Maintain a professional and courteous manner when interfacing with customers.
• Record detailed notes for every call in customer log files and review logs before finding resolutions.
• Forward logs related to shipping problems, customer concerns, and requests to the appropriate department, service group, or individuals.
• Reship products lost by carrier, damaged, or missing from orders by verifying the actual order and completing a reship invoice.
• Issue refunds on customers’ accounts.
• Contact customers regarding address issues resulting in returned parcels.
• Reclaim product sent in error and issue prepaid postage labels.
• Answer basic customer questions related to company products and services.
• Assist other departments with product returns, shipping problems, and credit issues.
• Transfer specific customer request calls to the appropriate department, service group, or individuals.
• Apply policies uniformly and consistently by correctly interpreting problems and determining resolutions.
• Track shipments via UPS, DHL, Canada Post, and International Bridge.
• Manage time on and off phones with “Not Ready” time.
• Assist Customer Care during heavy call periods.
• Assist other departments in completing month-end tasks.
• Perform other duties as assigned or needed.

Requirements

• Fluent in French and English.
• Exceed average performance on company/department metrics.
• Proficient in 10-key touch typing.
• Support Customer Care standards and goals as determined by Customer Care Managers and Coordinators (e.g., Complete Customer Satisfaction percentage, Average Order Size, Team and Individual Measurement Standards).
• Attend regular Melaleuca Academy classes and/or other training as required.
• Typing speed of 40 words per minute.
• Ability to analyze and solve problems.
• Strong interpersonal and customer relation skills.
• Ability to work under stress.
• Effective communication with individuals in person and by phone.
• Ability to work independently and professionally.
• Perform essential duties and responsibilities with efficiency and accuracy.
• Ability to sit with intermittent walking.
• Ability to lift 30 lbs.
• Ability to climb stairs.
• Willingness to work overtime as needed.

Benefits

Melaleuca offers a great culture as part of a fast-paced team dedicated to a feel-good lifestyle brand. Team members and their families enjoy company parties and countless community discounts. We maintain an open-door policy, and all team members are on a first-name basis.

• Competitive wage and bonus incentive program.
• Comprehensive benefits for full-time team members, including a longevity bonus.