Customer Care Representative (eCommerce & Operations)

SUMMARY:
This is not a traditional, rigid call center environment.

POSITION INFO:

Customer Care Representative (eCommerce & Operations) – Milnerton, Cape Town – Salary R12 000 to R15 000

The Opportunity

This is not a traditional, rigid call center environment. You will have dynamic, cross-functional ownership of the customer journey—ensuring a smooth and efficient order experience from the exact moment a customer clicks "purchase" right through to final delivery at their door. You will work closely with internal warehouse, logistics, and digital teams to uphold exceptional service standards.

Key Responsibilities:

·         Omnichannel Customer Support: Manage and resolve customer queries professionally via phone, email, WhatsApp, and social media platforms.

·         Order & Delivery Tracking: Proactively assist customers with product information, order placement, delivery updates, returns, and swift problem resolution.

·         Logistics Coordination: Team up directly with the warehouse and external courier/logistics partners to track order statuses, verify stock availability, and manage delivery schedules.

·         Issue Resolution: Act as a calm, professional, and efficient point of contact for handling customer complaints or delivery delays.

·         Administration: Maintain accurate customer records, order notes, and communication logs within the backend system.

Key Requirements & Experience:

·         Background: Proven experience in a Customer Care, Customer Relations, or Frontline Support role.

·         Industry Advantage: Prior experience working within an eCommerce, retail, online order management, or warehouse/logistics environment is highly advantageous.

·         Must have Experience in the Premium FMCG, Food & Beverage, and eCommerce sector

·         Technical Proficiency: Completely comfortable using email platforms, business WhatsApp communication, and online backend order management systems. Hands-on experience with Shopify or courier systems is a massive plus.

·         Communication Skills: Flawless written and spoken English with exceptional telephone etiquette.

Core Competencies Needed:

·         Under-Pressure Execution: The ability to handle high volumes of customer communication during busy trading periods without losing attention to detail.

·         Calm Problem Solver: Able to manage complex or difficult customer situations calmly, displaying strong empathy and a positive, proactive attitude.

·         Highly Organized: Superior multitasking skills to process orders while answering active queries simultaneously.