Customer Service Supervisor - Southern Africa
South Africa - Woodmead
Building 32, Woodlands Office Park
Woodlands Drive
2191
About the role:
Supervisor is responsible for managing the service delivery and levels of full engagement with Members. In addition, the day-to-day tasks of the Member Services team for all Member Services functions.
In this role you will:
- Mentoring & Coaching of Member Services team
- Ensuring engagement activities related to Member Coaching, Awareness and Education (Walk In/ Inbound & Outbound interactions)
- Added value by providing guidance and training that supports business growth, Member awareness, Sales & Marketing initiatives, Regional & EMEA goals/ targets
- Delivery of the highest levels of Members experience where customer centricity is the key focus
- Achievement against service targets
- Monitoring performance metrics and developing strategies with the management
- Ensuring strong levels of team knowledge and understanding to enable effective call handling at first point of call (team mentoring and coaching)
- Agent development and progression
- Levels of team motivation and professionalism; development and succession planning
- Ensure that the team operates efficiently, meets customer needs, and aligns with company goals
- Ensuring the team act as Ambassadors for the Herbalife Brand
Our requirements:
- Minimum 3 years' experience in a customer-focused service industry, preferably within an international environment.
- At least 2 years' experience leading teams in a Contact Center or similar operational environment.
- Proven track record of delivering exceptional customer service, managing customer interactions and complaints, and consistently exceeding customer expectations.
- Strong leadership and people management skills, with the ability to motivate, develop, and lead teams through change.
- Excellent interpersonal, verbal, and written communication skills, with the ability to tailor messages and present insights effectively to stakeholders at all levels.
- Strong analytical mindset with experience interpreting operational KPIs, performance data, and customer service metrics to drive continuous improvement.
- Advanced Microsoft Office skills, particularly Excel (reporting, data analysis, and dashboards), as well as Word and PowerPoint.
- Highly organized, self-motivated, and able to manage multiple priorities in a fast-paced environment.
- Strong problem-solving, conflict resolution, delegation, and time management skills.
- Fast learner with experience in change management and process improvement.
- Full professional proficiency in English.
- Flexibility and willingness to travel for business, including occasional weekends if required.
What We Offer:
- International working environment with growth opportunities.
- Annual bonus at company discretion.
- Competitive salary and benefits package, including Medical Aid, Provident Fund, GAP Cover and Risk benefits.
- The Employee Assistance Program (EAP).
- Free access to Herbalife products in the office and up to 50% discount on personal purchases.
- Cellphone Allowance.
- Access to LinkedIn Learning and other professional development tools.
- Two extra days (16 hours) per year for volunteering or charity work.
- Service awards and ongoing learning support through coaching and training.
Who We Are:
Herbalife is a global nutrition company that has helped people live healthy, active lives since 1980. Our nutrition, weight-management, and personal care products are available exclusively to and through independent Members in more than 90 countries.
We offer a culture focused on people, their potential, and their growth. Join us to be part of a team that’s making a difference: https://www.herbalife.com
