Helpdesk Consultant

A dynamic, vibrant and growing cosmetics business is looking for a Helpdesk Consultant to join their Member Relations team in Bellville, Cape Town.  

The main role of the Helpdesk Consultant is to play a pivotal role in enhancing member experience by acting as mentors and coaches to support and guide members through their business journey to get a clear understanding of the business and the challenges/incentives/goals.  

RESPONSIBILITIES & DUTIES:  

• Interacting successfully with new prospective Members and explaining the Business to them
• Developing trust relationships with existing Members through understanding their needs and proposing solutions that will help them meet their business goals
• Serve as the link of communication between Members and internal teams by resolving any problems faced by Members and deal with complaints to maintain trust
• Respond to member inquiries promptly and professionally and provide accurate information about the company’s products, business processes, and promotions
• Act as first point of contact and refer Member inquiries to Aftersales to ensure successful resolution
• Provide personalised coaching, mentoring and guidance to enhance Members skills to overcome challenges, and reach their business goals
• Offer guidance and support to Members which fosters a positive and encouraging experience
• Help Members navigate obstacles and setbacks to ensure resilience and continued progress
• Align with the company’s mission to improve the member experience and positively impact lives
• Actively listen and engage with Members to understand their needs and contribute to their personal and professional growth
• Assist new Members in starting their business journey with the company by providing comprehensive onboarding support to help them kickstart their entrepreneurial business
• Educate members on the criteria of different ways of earning rewards, PVs, and bonuses. Assist them in meeting the requirements to enhance their income
• Support members in achieving their targets and advancing to the next leadership level
• Assist Members in developing strategies to increase sales to maximise business growth and earnings
• Full understanding of the online system
• Full understanding of the Business, Business Guide, and various challenges as they are presented to Members
• Record keeping of all interactions with Members on the system
• Promote and educate Members on all new products developed
• Respond to Members queries relating to products in a professional manner
• Investigate and assist Members with PV appeals to reach goals after month end has cut off
• Work towards the overall goal of impacting the lives of Members positively
• Develop strategies to help Members overcome challenges and achieve their business goals
• Foster a culture of support and encouragement within the team
• Provide personalised support and strategic guidance to Members to maximise their potential and drive overall growth of the Members
• Continuous commitment to attend training and to enhance own business knowledge and skills to better serve the Members
• Stay up to date on product knowledge, business strategies, and industry trends

REQUIREMENTS:  

• National Senior Certificate or equivalent / Bachelor’s degree in Business Management or related field will be advantageous
• 2-3 years Network Marketing / Entrepreneurial experience / 2-3 years coach and mentor entrepreneurs to reach business goals experience / 2 – 3 years customer service experience / 2 – 3 years’ experience in business development, sales, or related field
• Coaching / Mentoring Background  
• Network Marketing  
• Computer literacy – intermediate  

Skills & Competencies:  

• Leadership Skills  
  • Level 1 – Leader of Self:   
    • Personal discipline – planning, prioritising, delivering on time
    • Technical/ professional excellence    
    • Relationship building  
    • Analytical skills – weighing up pros and cons, making sense of information
    • Service orientation and passion
    • Attention to detail
    • Precision and accuracy  
    • Focus and persistence
    • Pride in doing accurate, timeous work
    • Self-starter – be able to drive self to make improvements in how the job gets done
    • Excellent communication and interpersonal skills
    • Strong coaching and mentoring abilities
    • Goal-oriented with a focus on achieving targets  

Core Competencies  

• Adopting Practical Approaches: Applies practical skills when investigating issues; prefers to learn by doing; is practically minded and applies common sense
• Interacting with People: Is lively and projects enthusiasm; is talkative in making contact; is focused on interacting and networking with people
• Establishing Rapport: Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends
• Empowering Individuals: Motivates individuals by empowering them; seeks to inspire people and groups; gives encouragement to others
• Conveying Self-Confidence: Is self-assured and projects inner confidence; is confident and determines own future; values own contributions
• Resolving Conflict: Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments
• Thinking Positively: Is optimistic and positive; recovers easily from setbacks and obstructions; is jovial and projects cheerfulness
• Inviting Feedback: Is receptive to feedback and acknowledges criticism; open to critique and critical thinking; gathers feedback from others
• Understanding People: Shows empathy and compassion; attends and listens to people; is attentive and understands the motivation in others
• Valuing Individuals: Shows consideration towards others; tolerates the differences in people; values and trusts people
• Upholding Standards: Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity
• Pursuing Goals: Strives to achieve outstanding results; is ambitious and acts with determination; persists through difficulties to achieve results
• Showing Composure: Stays calm and relaxed during events; is not worried and tolerates stress levels; is composed in dealing with pressure
• Team Working: Works participatively with others; is democratic and encourages team contributions; collaboratively involves others in decision-making
• Meeting Timescales: Is target focused and meets deadlines; is punctual and keeps to schedule; is reliable in finishing tasks
• Checking Things: Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed
• Following Procedures: Conforms and adheres to rules; closely follows instructions and procedures; minimises risks by sticking to processes
• Managing Tasks: Manages tasks by being organised and methodical; plans activities systematically; sets priorities for tasks
• Producing Output: Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output
• Taking Action: Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy