Job Summary
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
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Handle ecommerce-related queries via phone, email, chat, and help centre platforms.
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Support drivers and customers by coordinating with store dispatch for order tracking, delivery issues, and escalations.
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Drive First Contact Resolution (FCR) and proactive issue resolution.
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Monitor store fulfillment against SLAs and work with operations to resolve delays.
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Act as a key link between retail store operations, clients, and delivery teams.
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Identify trends in customer issues and escalate systemic fulfillment or logistics problems.
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Ensure professional, friendly, and efficient customer interactions at all times.
Hours
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12-hour retail shifts (08:00–20:00, rotational).
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Transport provided for shifts ending at 20:00.
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 retail ecommerce fulfillment, 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 retail logistics or store-to-door environment exposure (Advantageous).
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