E-Commerce Customer Service

About the position

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), supportingstore-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 ofretail 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).
  
  
• Previousretail logistics or store-to-door environment exposure (Advantageous).
  
  

Desired Skills:

• Customer Service
• Retail
• Telecommunication