Customer Service Controller

SUMMARY:
-

POSITION INFO:

The Customer Services Controller provides real-time ecommerce support to customers, drivers, and internal stakeholders. The role focuses on resolving order-related queries across multiple channels (calls, emails, help centre), supporting end-to-end order fulfilment, and ensuring a high-quality customer experience within a fast-paced ecommerce retail environment.

Key Responsibilities

• Handle ecommerce-related queries via phone, email, chat, and help centre platforms

• Support drivers and customers with order tracking, delivery issues, and escalations

• Drive First Contact Resolution (FCR) and proactive issue resolution

• Monitor orders against SLAs and work with operations to resolve delays

• Act as a key link between ecommerce operations, clients, and delivery teams

• Identify trends in customer issues and escalate systemic problems

• Ensure professional, friendly, and efficient customer interactions at all times

Hours

• 12-hour retail shifts (08:00–20:00, rotational)
• Transport provided if ending 20h00

Requirements

• Matric (Grade 12)

• Minimum 2 years’ experience in a Contact Centre / Help Centre / Customer Support role

• Strong understanding of ecommerce order fulfilment, logistics, or supply chain processes

• Proficient in Microsoft Office (especially Outlook and Excel)

• Comfortable working retail shifts, including weekends and Sundays

• Diploma in Logistics, Supply Chain Management, or related field (Advantageous)

• Experience in a blended or multi-channel contact centre (Advantageous)

• Previous ecommerce or retail logistics environment exposure (Advantageous)