We are Belcorp, and we are devoted to beauty and personal fulfillment. As the 10th largest direct seller in the world and the 3rd largest beauty company in Latin America, we reach the international marketplace through our growing network of nearly 1 million Beauty Advisors.
About Us: With over US $1.4 Billion in sales, Belcorp International, Ltd. has operations in 16 countries through direct channels, including the US. Established in 2005, Belcorp USA sells products in the United States under the L'Bel brand, which are available both online and through a large network of Independent Beauty Advisors nationwide. Belcorp USA's headquarters are located in San Francisco, California. Learn more about Belcorp USA and its L'Bel brand at www.belcorpusa.com on Facebook at www.facebook.com/lbelUSA and on Twitter at @LbelUSA.
Belcorp USA is a proud member of the DSA and certified by the DSA Code of Ethics for going above and beyond the basic requirements.
The Customer Care Supervisor is a critical part of our mission to deliver timely, accurate and professional customer service. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sale problems. Associates communicate with customers primarily via phone and email, and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast-paced environment. In addition, this role involves analytics and reporting and will serve as a lead for the Customer Care team (2 direct reports). Reports to the Business Solutions Manager.
Handle escalated calls and complaints including issues relating to policy and procedures, compliance, commission and returns
Handle customer and beauty advisor questions, complaints, order and billing inquiries with the highest degree of courtesy and professionalism to resolve issues with one call/one email
Communicate with customers and beauty advisors using web-based tools and demonstrate professional proficiency in typing and grammar
Follow up an provide thorough, closed loop service on issues that cannot be addressed in a single call
Appropriately document all transactions and pertinent interactions
Follow up on packages with FedEx and files claim if needed
Follow up on exchanges, returns, and claims
Generate and Analyze reports (Enrollments, Leads, Orders, etc)
Adhere to structured workday schedule to provide maximum incoming call coverage
Meet or exceed monthly productivity measures (Availability, Logged In hours, Calls per day, etc.)
Develop broad working knowledge of Belcorp practices and operations, and demonstrate continued and consistent proficiency in the skill sets utilized within the Call Center
Participate/Lead team meetings and required training
Perform other duties as assigned
Other Responsibilities (as assigned):
Welcome New Beauty Advisors to Belcorp
Help Beauty Advisors set up their replicated page (personal website)
Help Beauty Advisors with basic navigation knowledge of the website
Review the sales catalog and key offers for the campaign, agree on date for sending 1st order, "sell" them on the benefit of contacting her sponsor and her Regional Sales Manager
Contact a specific number of Inactive Beauty Advisors every day
Promote the current campaign catalog, key offers and agree on date to send the current campaign order (first two weeks of each month)
Follow up calls to take place during the last 2 weeks of the month with the objective of obtaining an order for the campaign
5+ years’ experience in a customer service or sales call center
Analytical with experience in creating and analyzing reports
Maintain regular and reliable attendance, including daily schedule as assigned
Flexible with working schedule; may be expected to work nights and weekends (1-2x a month) and holidays/events as dictated by business needs
Ability to communicate (orally & written) correctly and clearly with all customers in English and Spanish
Familiar with Microsoft Office applications (Word, Excel) and Internet Explorer
Excellent documentation skills
Good comprehension skills-- ability to clearly understand and state the issues customers present
Ability to work effectively with others, creating a cooperative and successful Teamwork environment
Ability to empathize with and prioritize customer needs
Organized and detail oriented
Ability to quickly & effectively prioritize work time in various departments to meet business need
Ability to maintain composure in highly escalated situations.
DOE (Base + Bonus)