Leading Retail company seeks qualified / experienced eCommerce Help Centre Controller to join their dynamic team.

The successful candidate will be part of an operations team, responsible for monitoring & facilitating success through order and delivery of all eCommerce customer orders. You will actively assist customers and stores across phone and email and be the first to investigate when something isn’t working. This role is all about bringing happiness to the company’s customers and stores by taking proactive steps to ensure that the operation is fulfilling and delivering these orders within pre-agreed SLA’s.

Minimum Requirements:
• Relevant Tertiary qualification
• Exports/imports/logistics experience/qualification preferred
• 2 years experience gained in a similar role within the Retail sector
• Pro-active person that will provide solutions
• Independent worker
• Able to work shifts
• Valid SA ID Book


Responsibilities:

? Responsible for forging and maintaining a strong relationship with all aspects of the eCommerce operation to:
o ensure processes and procedures are effectively communicated and fully understood
o act as the point of contact for the operations and customers to resolve day to day operational issues and queries

? Responsible to monitor and lead operations flow from order creation to delivery and maximising the percentage of online orders in order to be delivered to customers on-time and in-full by:
o identifying online orders that are tracking behind pre-agreed SLAs
o proactively working with store and delivery operations to rectify these orders
o identify where proactive communications are required to the customer

• Responsible to provide positive, fast, and complete support resolutions to users, including customers, stores & other stakeholders via phone & email
• Responsible to identify common trends within support interactions and escalate appropriately
• Excellent attention to detail and ability to proactively solve for the customer
• Responsible to continually contribute towards a culture of excellence and ambition
• Responsible to maintain an attitude of accountability, integrity and excellence
• Communicate effectively and exercise sound judgement when interacting with customers