Customer Service Controller

About the position

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 20h00

Requirements

• 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 centre (Advantageous)
  
  
• Previous ecommerce or retail logistics environment exposure (Advantageous)
  
  

Desired Skills:

• Customer Service
• Logistics
• Retail
• Supply Chain