The purpose of the Logistics Controller is to provide efficient ecommerce support to drivers on all client interactions and order related queries within the available help centre channels in a timely, friendly, knowledgeable, and professional manner.

This role applies knowledge of ecommerce retail operations and order fulfillment processes to efficiently communicate and resolve or escalate customer or driver queries, thereby adding value to a holistic customer experience for applicable ecommerce platforms.

The Logistics Controller operates within a fast-paced and dynamic environment with reasonably large volumes of driver interactions, and is part of the Customer Service team that focuses on supporting client agents, drivers and internal stakeholders through fielding real-¬time calls and emails and providing solutions.

Furthermore, the team is a service-centric and analytics-driven team that thinks upstream to implement solutions that delight customers, improve performance, and scale through better automation, process and product experience.

JOB DESCRIPTION

Support a First Contact Resolution (FCR) culture for ecommerce client issues, and timeously troubleshoot customer incidents providing accurate, valid, and complete information.

Provide positive, efficient, and complete support resolutions to users, including customers, drivers and other stakeholders across various channels (including voice, email, chat, etc.).

Establish and maintain a relationship with key parties of the eCommerce operation to:

Understand processes and procedures available on applicable ecommerce systems, and efficiently update the client.

Act as the point of contact for the operations and clients to resolve day-to-day operational issues and queries.

Support ecommerce operations flow from order creation to delivery and maximizing the percentage of online orders to be delivered to customers on-time.

Identifying online orders that are behind pre-agreed SLAs and proactively working with the client and delivery operations to rectify these orders.

Identify where proactive communications are required to the client and customer.

Identify common trends within support interactions and escalate appropriately.

FORMAL QUALIFICATIONS

Academic Qualification

Grade 12 / Matric

NQF level 4, Post matric qualification

EXPERIENCE

+3 years’ experience as a Contact/Help Centre Agent or similar role, with well-developed knowledge of e–commerce client support and experience within a blended, multi-channel contact centre.