Description:
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
Handle ecommerce-related queries via phone, email, chat, and help centre platforms
Support drivers and customers with order tracking, delivery issues, and escalations
Drive First Contact Resolution (FCR) and proactive issue resolution
Monitor orders against SLAs and work with operations to resolve delays
Act as a key link between ecommerce operations, clients, and delivery teams
Identify trends in customer issues and escalate systemic problems
Ensure professional, friendly, and efficient customer interactions at all times
Hours
12-hour retail shifts (08:00–20:00, rotational) Transport provided if ending 20h00Requirements
Matric (Grade 12)
Minimum 2 years’ experience in a Contact Centre / Help Centre / Customer Support role
Strong understanding of ecommerce order fulfilment, 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 cen