Become a part of the Young Living family! Young Living is a universally known, household name that is revered and respected for the countless benefits it brings to humanity. Propelled by the world's purest essential oils and oil-infused products, along with our passionate commitment to empowering individuals to whole-life wellness, we champion the modern essential oil movement. A global, purpose-driven wellness revolution is underway, and Young Living leads the charge. Working at Young Living Our community of wellness started small in 1993, when D. Gary Young and Mary Young developed their first organic herb farming and distillation operation. After establishing Young Living in 1994, the Youngs developed its groundbreaking Seed to Seal process, which preserves the integrity and potency of essential oils through every step of the production process. We believe every person has the right to wellness. It transcends all and has the power to unite us as members of the same human family striving for the same happiness. It is part of the reason we are passionate about making everyone feel included, welcome, and respected. Regardless of age, race, color, religion, sexual orientation, gender identity, national origin, physical or mental disability, ancestry, protected veteran status, or any other characteristic protected by local law, all are welcome in the Young Living family. Job Purpose Responsible for the day-to-day operations of the Member Services Live Help (chat) and e-mail handling. Be the YL ambassador by ensuring the Member Services chat and email queue is attended promptly within the stipulated time. To handle all chats and emails received with exceptional quality within the stipulated SLA time and in accordance to the target or KPI set. Resolve member service enquiries and issues promptly, ensure effective & timely follow up. Maintain and ensure members' records are updated into customer database accurately. Liaise with internal departments in relation to member services issues. Support Lead/Head of MS to review work processes, identify and resolve process gaps through constructive feedback for continuous improvements where appropriate. Undertake any ad hoc tasks as assigned by management [MK1]Added email handling Job Responsibility To fulfil all chat and email related work (inbound & outbound) related to YL products and services. Promptly respond to inquiries for information about company services, regulations, information, and procedures. Respond via chat/email and in writing to members' request for information in clear and understandable manner To align and ensure set KPI for individual and the chat team is always achieved Making efforts to understand the customer, both internal and external; anticipating customer needs; giving high priority to customer satisfaction Ensure chats/emails are completed within stipulated timelines that falls under SLA and accurate information or solution is given to member based on their issue Working effectively with team members to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus Ensure details entered in the chat and email response and system is correct and accurate at all times in accordance with SOP set Timely follow up performed with e-mail or call back offered and completed to ensure member experience is always taken care of To always be respectful, courteous, and responsible in handling chats/emails and members as well as internal stakeholders and team members To raise to Management's attention immediately upon encountering backlash or negative feedback from the members relating to any areas of YL or the leaders' obligations to the members, inconsistencies in the email/call queries, technical or software difficulties, or any issues preventing the execution or completion of the assigned tasks within the stipulated timelines Any additional or ad-hoc call task as assigned by the Management Education and Experience Preferably with 2 years working experience in customer service / contact Centre industry is required for this position Previous experience in a chat/email team would be a plus Excellent command of English (written and spoken) is a must Computer literacy is essential, especially in MS Word and Excel Excellent comprehensive and writing skills as well as the ability to articulate well in the form of writing Good typing skills (57 WPM or higher) Good conflict resolution skills Have a good sense of judgement Good interpersonal skills Ability to work in a team always portraying a positive attitude Excellent soft skills Other Attributes Mature, resourceful, tactful, and diplomatic with excellent communication and listening skills. Self-motivated individuals with integrity, drive to achieve targets and possess good organizational skills. Opening for both full-time and contract positions