E-Commerce Customer Service

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.

• 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.

• 12-hour retail shifts (08:00–20:00, rotational).
• Transport provided for shifts ending at 20:00.

• 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).