Analyst, Refunds & Repurchase After Sales with Portuguese

• Stay current with Herbalife’s Marketing Plan, rules, policies, and regulations for supported countries, serving as a liaison between Members/Customers, internal departments, and management.
• Maintain an organized follow-up and filing/tracking system for all inquiries and cases, ensuring accuracy and compliance with procedures and country-specific regulations.
• Investigate cases related to BB/PM/RF/DX/PM/RE/DR, considering ordering patterns and past product replacement/refund requests, while educating Members to prevent future suspicious activity.
• Handle all after-sales inquiries, including issues related to warehouse, shipping, courier, or payment, by coordinating with all necessary parties to resolve issues with minimal negative impact.
• Create and maintain accurate and complete records across all business systems, ensuring inquiries are handled within 24-48 hours and cases are managed according to established quotas, service levels, and accuracy standards.
• Use fact-finding and analytical skills to identify and report product adverse claims, possible ethical violations, and other details related to requests and complaints.
• Deliver the highest levels of service in all interactions with Members & Customers, aligning with the values associated with WOW service.
• Support technical and ad hoc project rollouts, including requirements gathering, user acceptance testing, sign-off, training, and implementation.
• Adhere to all necessary service level agreements (SLAs), ensuring proper usage of company systems and correct categorization for workload tracking.

• Bachelor’s or Master’s Degree (or in progress), preferably in Finance, Management, or related fields.
• 1-2 years of experience in similar positions, with a background in customer service.
• Proficiency in Microsoft Office, especially Excel at an intermediate level.
• Ability to work within corporate systems; knowledge of Oracle or other ERP systems is a plus.
• Strong analytical and research capabilities.
• Command of the English language.
• Portuguese language - Min. B2/C1 level.
• Demonstrates excellent customer service.
• Strong interpersonal skills and the ability to communicate clearly, concisely, and courteously at all levels and across diverse cultures.
• Ability to recognize and escalate issues when necessary.
• High degree of flexibility to function under various timelines while maintaining a positive and professional attitude.
• Strong logical, analytical, and problem-solving skills, with the ability to accurately summarize and present key information.

• 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 online training environments like free access to the LinkedIn Learning platform.
• 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.

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 career to help expand talents and a chance to change lives: https://iamherbalifenutrition.com/.