E-Commerce Customer Service

Recruiter:

O'Brien Recruitment

Job Ref:

1917263593

Date posted:

Thursday, March 12, 2026

Location:

Brackenfell, South Africa

SUMMARY:
-

POSITION INFO:

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

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 of retail 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).
Previous retail logistics or store-to-door environment exposure (Advantageous).

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