Brackenfell: Customer Service Controller

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)