E-Commerce Customer Service

Overview

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.

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 ...