Supervisor, Member Services - Southern Africa

Overview

Customer Service Supervisor - Southern Africa 

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