Bilingual Customer Support Specialist

MELALEUCA INC; Rexburg (ID); On-site; USD 32,000 - 52,000; Full time

Job summary

Melaleuca is seeking a on-site Call Center Customer Service Specialist in Rexburg, ID. The role focuses on answering customer service calls professionally, resolving issues, and ensuring customer satisfaction while demonstrating the value of Melaleuca’s products.

Responsibilities include maintaining courteous communication, logging call details, routing issues to the right departments, and handling shipping problems and returns with accuracy. Strong bilingual English/French skills are required.

Qualifications

• Fluent in French and English required.
• Exceed average performance on Company/Department metrics.
• 10 key touch.
• Supports Customer Care standards and goals as determined by Customer Care Managers and Coordinators. (i.e. Complete Customer Satisfaction percentage, Average Order Size, Team and Individual Measurements Standards.)
• Attend regular Melaleuca Academy classes and/or other training as determined by Customer Care Managers and Supervisors.
• Typing 40 wpm.
• Ability to analyze and solve problems.
• Interpersonal and customer relation skills.
• Ability to work under stress.
• Communicate effectively with individuals in person and by phone.
• Ability to work independently and professionally.
• Ability to perform the essential duties and responsibilities with efficiency and accuracy.
• Sit with intermittent walking.
• Ability to lift 30 lbs.
• Ability to climb stairs.
• Work overtime as needed.

Responsibilities

• Develops a positive line of communication with customers and leadership.
• Maintains a professional and courteous manner when interfacing customers.
• Records notes related to every call taken in customer log files in detail. Read logs before finding resolution.
• Forwards logs pertaining to shipping problems, customer concerns, and requests to appropriate department, service group, or individuals.
• Reships products lost by carrier, damaged or items missing from the order by verifying the actual order and completing a reship invoice.
• Refunds issues on customers’ accounts.
• Contacts customers regarding address issues resulting in returned parcels.
• Reclaim product sent in error, and issuing prepaid postage labels.
• Answers basic customer questions related to company products and services.
• Assists other departments with product returns, shipping problems, and credit issues.
• Transfers specific customer request calls to appropriate department, service groups, or individuals.
• Applies policies uniformly and consistently by correctly interpreting problems and determining resolutions.
• Tracks UPS, DHL, Canada Post, and International Bridge Shipments.
• Customer Retention
• Manage time on and off phones with “Not Ready” time

Skills

Bilingual French/English

Typing 40 wpm

Problem solving

Interpersonal skills

Customer service experience

Work under stress

Effective communication

Independent work

Team collaboration

Attention to detail

Job description

Melaleuca is seeking a on-site Call Center Customer Service Specialist in Rexburg, ID. The role focuses on answering customer service calls professionally, resolving issues, and ensuring customer satisfaction while demonstrating the value of Melaleuca’s products.

Responsibilities include maintaining courteous communication, logging call details, routing issues to the right departments, and handling shipping problems and returns with accuracy. Strong bilingual English/French skills are required.