Analyst, Member Operations with French - Kraków

Overview

Analyst, Member Operations with French - Kraków
Herbalife GBSC Krakow

About the role:
Herbalife is seeking a motivated Analyst, Member Operations with French to join our team in Kraków.
The Member Operations Analyst is responsible for evaluating and resolving refund, repurchase, after sales, and membership records related inquiries in alignment with Herbalife's Marketing Plan, Rules of Conduct, and country specific regulations. This role requires strong analytical and research skills to determine eligibility for refunds and product replacements, validate membership records information, and address after sales issues related to product, shipping, warehouse, courier, or payment concerns.

The Analyst will interact directly with Distributors, Preferred Customers, and internal departments to ensure accurate case handling, exceptional service delivery, and compliance with all policies and regulatory requirements. The position plays a critical role in protecting consumers, Members, and the Herbalife business by upholding the company's Gold Standards and maintaining data integrity. All work is subject to regular internal and external audits.

Key Responsibilities

• Must keep informed and stay current with Herbalife's Marketing Plan, Rules of Conduct, internal policies, and supported countries' regulations to provide support for R&R, After Sales and Records.
• Ensure all work complies with company procedures, regulatory requirements, and audit standards.
• Identify and report potential ethical violations, adverse product claims, or suspicious activity.
• Investigate and resolve refund, repurchase, and after-sales cases including returns, damaged or missing products, order audits, payment issues, and logistics concerns.
• Review membership-related requests, verify personal information documents, and process changes accurately.
• Maintain complete and accurate case records across all business systems.
• Ensure inquiries are handled within established SLAs (typically 24-48 hours) and meet accuracy, service level, and quota expectations.
• Maintain organized tracking and filing systems for all cases.
• Serve as a liaison between Distributors, Preferred Customers, internal departments, and management.
• Deliver exceptional customer service across all communication channels, aligned with Herbalife's WOW service standards.
• Educate Members to prevent recurring issues related to refunds, replacements, or membership updates.
• Handle complex and sensitive cases with professionalism and discretion.
• Communicate with warehouses, courier companies, payment teams, and other internal or third-party departments to resolve issues.
• Support technical and ad-hoc projects including requirements gathering, UAT, sign-off, training, and implementation.
• Provide support to all countries serviced by the R&R, After Sales & Records teams.
• Ensure proper use of company systems, including accurate categorization, coding, and adherence to back-office tracking procedures (Log In/Out, HCM, Not Ready Codes, schedules, etc.).
• Contribute to the development and coordination of organizational R&R, After Sales and Records practices and procedures.
• Provide support to the Member Services team when required and upon the line manager's request, contingent on operational availability.

What You'll Bring

• Bachelor's or Master's degree, completed or in progress, preferably in Finance, Business, Management, or a related field.
• 1-2 years of experience in a similar role and previous customer service experience.
• Experience in a Global Business Services environment is an advantage.
• Strong analytical, research, and problem-solving skills.
• Intermediate Excel and good Microsoft Office skills.
• Experience with corporate systems; Oracle or another ERP system is an advantage.
• Fluent English and fluent French, min. C1 level.
• Excellent communication and interpersonal skills.
• Strong attention to detail, proactive approach, and ability to work in a fast-paced environment.
• Why Join Herbalife?
• Join our Member Operations team in Kraków, where you'll combine analytical and customer service skills, work with international stakeholders, and support high-quality and compliant service for
• Herbalife Members.

We offer:

• Luxmed VIP package sponsored by the company.
• Mybenefit System (Kafeteria or Multisport Card).
• Life and Health Insurance.
• Extra hours off - wellness hours 15h per year.
• Hybrid work - 3 days in the office / 2 days from home.
• Annual bonus + Easter, Christmas & Vacation bonuses.
• Personal development opportunities and access to LinkedIn Learning.
• Unlimited access to company products in the kitchen.
• Free parking slots - first come first served via company application.
• Family and entertainment events like Santa Claus and Children's Day.
• Possibility to shape our company through CI activities & programs.

Who we are:

Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries.

Our company offers a culture focused on people, their needs, relationships and careers - helping talents grow and giving them a chance to change lives.

Learn more: https://www.herbalife.com

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