Customer Service Consultant (MLM Wellness)

Our client is a Top 50 Global MLM company during an exciting expansion phase into the Australia & New Zealand (ANZ) market. They are looking for a high-energy, customer-centric professional to serve as the primary point of contact for our Brand Partners. This is not just a support role; it is a "Business Partner" support position where you play a vital role in the success of our independent distributors.

Role Purpose

The Customer Service Representative is the face and voice of the brand in the ANZ region. You will empower our Brand Partners by providing expert guidance on our unique product line, explaining our complex compensation plan, and ensuring every interaction supports their business growth.

Key Focus Areas

1. Brand Partner Empowerment (Support & Education)

• Provide world-class multi-channel support (Phone, Email, Chat) to Brand Partners and customers.
  

• Act as a Subject Matter Expert on the company’s product portfolio, promotional offers, and the intricate details of the Compensation Plan.
  

• Ensure all partners are aligned with the company’s Policies and Procedures to maintain brand integrity.
  

2. Revenue & Sales Growth

• Proactively generate and process new product orders for both new and existing customers.
  

• Identify opportunities to upsell and cross-sell additional products, directly contributing to the region's sales revenue targets.
  

3. Relationship & Problem Management

• Build meaningful, long-term relationships with Brand Partners to foster a supportive business community.
  

• Resolve complex challenges, including the escalation of returns, refunds, and technical inquiries, by collaborating with internal stakeholders.
  

4. Operational Excellence

• Maintain meticulous records and internal tracking to ensure data-driven service improvements.
  

• Consistently meet and exceed KPIs related to call volume, handling quality, and service level expectations.