Claims Coordinator

OneDayOnly.co.za; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

OneDayOnly.co.za is seeking a meticulous Claims Administrator to join our Customer Service team. You’ll investigate and manage courier claims from start to finish, verify evidence, challenge inconsistencies and maximize recovery while maintaining strong relationships with couriers.

You’ll work with data in Google Sheets, use Zendesk for tickets, and collaborate with Finance and CS Management to ensure timely resolution and process improvements in a fast-moving e-commerce environment.

Qualifications

• 1–2 years in logistics, courier claims, or related ops advantageous.
• Experience with claims processes or insurance policies is a plus.
• Experience with invoicing, POD auditing and document management is helpful.

Responsibilities

• Investigate lost, damaged, tampered and other claimable courier events.
• Scrutinise claims against information to establish claimability.
• Evaluate POD signatures and GPS data against delivery addresses.
• Verify incidents were reported within required timeframes.
• Gather and validate supporting evidence and photos.
• Prepare complete claim documentation across portals and processes.
• Track outstanding, paid and disputed claims and follow up.

Skills

CRM software

Data analysis

Excel / Google Sheets

Google Drive / Asana

Education

Matric / Grade 12

Tools

Zendesk

Job description

About Us

Step into the wild world of OneDayOnly – South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL. Not to brag, but we have over a million potential savvy shoppers getting our daily dose every 24 hours.

About You

Parcels go missing. Trucks get hijacked. Goods arrive damaged. Someone needs to figure out what happened - and what we can recover. We’re looking for a sharp, analytical and seriously detail-obsessed Claims Administrator to join our Customer Service Department. You’ll investigate and manage courier claims from start to finish - checking the evidence, challenging inconsistencies, maximising recovery and finding commercially smart solutions.

This isn’t a role for someone who simply processes paperwork. We need someone who asks questions, spots discrepancies and makes things happen. If you can spot a discrepancy in a timeline, read a GPS trail like a detective, challenge a courier when the evidence doesn't add up, and still maintain a good relationship afterwards - we want you.

Responsibilities

Investigating Claims

• Investigate lost, damaged, tampered and other claimable courier events.
• Scrutinise claims against information in our systems to establish whether they are genuinely claimable.
• Evaluate PODs signatures and analyse GPS coordinates against delivery addresses
• Verify that incidents and damages were reported within the required timeframes.
• Gather and validate supporting evidence, including photographs of products, damaged packaging, protective packaging, fragile indicators and courier incident reports.
• Approach every claim with a critical eye - investigate the details, verify the evidence and make sure the full story adds up

Maximising Recovery

• Assess the financial viability of pursuing a claim based on claim limits and carrier T&Cs
• Identify commercially sensible solutions such as replacement parts or salvage where a traditional claim isn't viable.
• Prepare and submit complete claim documentation across multiple courier portals and processes.
• Track outstanding, paid and disputed claims and follow up proactively.

Working With Couriers & Internal Teams

• Act as an operational contact for courier claims departments and insurer representatives.
• Challenge incorrect or unsupported repudiations and negotiate claim outcomes.
• Build strong courier relationships while remaining firm on ODO's financial recovery requirements.
• Work with Finance to obtain and verify invoices and supporting documentation.
• Maintain accurate information across internal systems, ensuring automated workflows continue to run correctly.
• Assist CS Management with larger-scale loss events and insurance claims where required.

Improving the Process

• Analyse claim data to identify recurring courier, damage and loss trends.
• Highlight root causes and opportunities to reduce future losses.
• Identify process improvements and cost-saving opportunities.
• Stay up to date with courier T&Cs, claim requirements and insurance terms.

Experience And Qualifications

• Grade 12 / Matric required.
• 1–2 years' experience in logistics, supply chain, courier claims, insurance administration or a similar operational environment advantageous.
• E-commerce experience is advantageous.
• Experience working with commercial T&Cs, claims processes or insurance policies highly advantageous.
• Experience with CRM ticketing systems, such as Zendesk.
• Strong Google Sheets / Excel skills and confidence working with data.
• Comfortable using Google Drive and task-management tools, such as Asana.
• Experience with invoice preparation, POD auditing and digital document management is advantageous.
• Organised and you can manage multiple claims, deadlines and long-running investigations without losing track.
• A strong communicator and can deal confidently with couriers, Finance
• and CS Management.
• A fast learner – you're comfortable learning new systems, processes, T&Cs
• and claim requirements.

Values

• Challenge Accepted: We set high standards for ourselves and embrace every query as an opportunity to deliver solutions, turning challenges into positive experiences that help us improve and grow.
• Solve Smart: We solve problems efficiently and creatively, learning from every interaction to strengthen our service and drive progress.
• Character Counts: We act with honesty, patience, empathy, and accountability - with our customers and with each other. We build trust, support one another, and ensure that every interaction reflects our values.
• Customer Obsessed: We actively listen, care deeply, and go the extra mile to resolve issues and create great experiences.
• Seriously Unserious: We bring energy, humour, and a positive attitude, even in challenging situations.