Job Summary
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
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Handle ecommerce-related queries via phone, email, chat, and help centre platforms
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Support drivers and customers with order tracking, delivery issues, and escalations
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Drive First Contact Resolution (FCR) and proactive issue resolution
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Monitor orders against SLAs and work with operations to resolve delays
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Act as a key link between ecommerce operations, clients, and delivery teams
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Identify trends in customer issues and escalate systemic problems
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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
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Matric (Grade 12)
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Minimum 2 years’ experience in a Contact Centre / Help Centre / Customer Support role
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Strong understanding of ecommerce order fulfilment, logistics, or supply chain processes
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Proficient in Microsoft Office (especially Outlook and Excel)
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Comfortable working retail shifts, including weekends and Sundays
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Diploma in Logistics, Supply Chain Management, or related field (Advantageous)
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Experience in a blended or multi-channel contact centre (Advantageous)
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Previous ecommerce or retail logistics environment exposure (Advantageous)
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