Aftersales Team Leader

A dynamic, vibrant and growing cosmetics business is looking for an Aftersales Team Leader to join their team in Bellville, Cape Town. 

The Aftersales Team Leader is responsible for overseeing the performance of the Aftersales Consultants, to communicate the goals of the team and ensure that these goals are achieved by motivating and providing guidance, training, support as well as identifying individual developmental needs. They oversee performance and feedback and recommend process changes. The main purpose of the Team Leader is to manage the team and their processes by ensuring team resolves Member queries on orders which have been dispatched, delivered, product defects, missing orders etc, that queries are thoroughly investigated and escalated as required. The main aim is to ensure a member receives the best possible customer service.   

RESPONSIBILITIES & DUTIES:  

• Ensure excellent customer service experience 
• Influence the team positively and lead confidently to achieve goals 
• Able to think out of the box to find solutions to problems and recommend process changes 
• Must be able to delegate, follow up and take necessary steps to improve performance 
• Create a fun positive and values driven working environment and be a mentor to the team 
• Ensure a safe and healthy work environment is created 
• Workforce planning, leading, and guiding 
• Investigator: able to identify problems/concerns with execution of a duties and inform relevant parties 
• Quality assurer: Consistently checks the detail and quality of every job they execute 
• Leader: Able to delegate, convince and lead to meet business deliverables 
• Cultural ambassador: implement the company’s values and culture in the execution of duties and through interactions with all 

REQUIREMENTS: 

• Grade 12 
• Relevant leadership certificate or experience 
• 2-5 years’ experience in a leadership role leading multidisciplined teams 
• Experience in Customer Service/ Network environment 
• Strong Leadership and Analytical skills 
• Ability to communicate clearly and effectively in all situations 
• Ability to handle multiple tasks and projects with high attention to detail 
• Excellent written and communication skills 
• Computer literate MS Office, Word/Excel/Power Point 
• Performance review feedback and mentorship 

Skills & Competencies: 

• Examining Information: Analyses and processes information; asks probing questions; strives to find solutions to problems 
• Providing Insights: Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgements 
• Establishing Rapport: Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends 
• Directing People: Is comfortable leading people; coordinates and directs groups; seeks to control things 
• Resolving Conflict: Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments 
• Meeting Timescales: Is target focused and meets deadlines; is punctual and keeps to schedule; is reliable in finishing tasks 
• Managing Tasks: Manages tasks by being organised and methodical; plans activities systematically; sets priorities for tasks