Customer Service Team Leader with Portuguese - Remote Opportunity

About the Role

We are seeking a Customer Service Team Leader with Portuguese to join our team at Herbalife. This is a unique opportunity to lead our Member Services team remotely while ensuring the highest levels of customer experience. As a Customer Service Team Leader, you will play a crucial role in supporting our Supervisor in managing service delivery and engaging with our Members. You will be responsible for day-to-day operations and ensuring that our team meets and exceeds service targets.

What You'll Do

• Support the Supervisor in managing the Member Services team and ensure adherence to service targets.
• Deliver exceptional customer service and create a WOW experience for our Members.
• Act as the first line of escalation for Member needs, effectively handling interactions and providing positive outcomes.
• Coach, mentor, and develop Member Services Representatives to enhance their performance.
• Engage in real-time monitoring of Member Services metrics and participate in quality assurance evaluations.
• Collaborate with other departments and markets to ensure seamless service delivery.
• Participate in onboarding new employees and provide training and coaching to the team.
• Contribute to business growth initiatives through proactive coaching and awareness activities.

Requirements

• Proven experience in handling direct customer contacts and complaint management.
• Strong leadership skills with the ability to adapt leadership styles to create change.
• Excellent interpersonal skills and a strong team player spirit.
• Fluency in Portuguese (C2 level) and excellent command of English.
• Proficient in using computers and related technologies.
• Ability to work independently and as part of a team.
• Outgoing and positive attitude with the ability to motivate others.
• Knowledge of customer service and call center KPIs.

Nice to Have

• Flexibility and willingness to travel for events.

What We Offer

• Temporary contract for 12 months with potential for extension.
• Luxmed VIP package sponsored by the company.
• Mybenefit System (Kafeteria or Multisport Card).
• Life and Health Insurance.
• 15 wellness hours off per year.
• Hybrid work model: 3 days in the office and 2 days from home.
• Annual bonus plus additional bonuses for Easter, Christmas, and vacations.
• Access to personal development opportunities and online training platforms like LinkedIn Learning.
• Unlimited access to company products in the kitchen.
• Free parking slots available on a first-come, first-served basis.
• Family and entertainment events such as Santa Claus and Children's Day.