Role Summary:

We are seeking a diligent and proactive individual to join our team as a Speed Control Tower Specialist on a contract basis. The successful candidate will be responsible for monitoring our quick commerce order dashboard and ensuring that all orders are processed in a timely manner. Should any orders breach our service-level agreements (SLAs), the specialist will be expected to take swift and appropriate action.

Key

• Monitor and Control: Continuously oversee the quick commerce order dashboard to identify and rectify any potential breaches in SLAs.
• Order Management: Take immediate action when SLAs are breached, which may include escalating the issue, communicating with the relevant team or individual, and ensuring the order is processed promptly.
• Customer Service: Address any customer queries or concerns related to order processing and delivery times, ensuring high levels of customer satisfaction.
• Ticket Management: Utilize our ticketing system, FreshDesk, to track, manage, and resolve order-related issues.
• Reporting: Produce regular reports detailing order processing metrics, SLA breaches, and actions taken to resolve these breaches.
• Collaboration: Work closely with customer service, fulfillment, logistics, and retail teams to ensure streamlined order processing and prompt resolution of issues.
• Continuous Improvement: Provide feedback and suggestions to optimize and enhance the current order processing system and reduce the occurrence of SLA breaches.

Required Skills & Experience:

• Previous experience in a customer service role.
• Familiarity with ticketing systems, preferably FreshDesk.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in using various digital platforms and tools.

Speed Control Tower Specialist position available in Gauteng, Johannesburg. This job position was posted by SET Consulting. The job has been posted as a premium ad on 2025-01-31 at 13:13:21 in the Logistics category