E-Commerce Customer Service

SUMMARY:
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POSITION INFO:

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

Key Responsibilities

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

• Support drivers and customers by coordinating with store dispatch for order tracking, delivery issues, and escalations.

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

• Monitor store fulfillment against SLAs and work with operations to resolve delays.

• Act as a key link between retail store operations, clients, and delivery teams.

• Identify trends in customer issues and escalate systemic fulfillment or logistics problems.

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

Hours

• 12-hour retail shifts (08:00–20:00, rotational).

• Transport provided for shifts ending at 20:00.

Requirements

• Matric (Grade 12).

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

• Strong understanding of retail ecommerce fulfillment, 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 retail logistics or store-to-door environment exposure (Advantageous).