Ecommerce Logistics Support Specialist

Shopritex; Cape Town; Sur place; ZAR 180 000 - 240 000; Plein temps

Résumé du poste

Shoprite Checkers (Pty) Ltd is seeking a Control Hub Last Mile Logistic Associate to provide efficient ecommerce support to drivers and customers. You will handle order queries and incidents, collaborating with client agents and delivery teams to keep orders moving on time.

You will work across voice, email and chat channels, build strong relationships with key ecommerce partners, and use analytics to improve performance with better processes and automation.

Qualifications

• Minimum Grade 12 certificate is essential.
• Diploma in Logistics, Supply Chain Management or related field is preferred.
• At least 1 year experience as a Contact/Help Centre Agent or similar role is essential.
• Knowledge of e-commerce client support and multichannel contact centre is preferred.
• Understanding of order fulfilment, supply chain and logistics processes is required.
• Proficiency in Microsoft Office tools is essential.

Responsabilités

• Support a First Contact Resolution (FCR) culture for ecommerce client issues and troubleshoot incidents with accurate information.
• Provide positive, efficient, and complete support across channels (voice, email, chat) to customers, drivers and other stakeholders.
• Establish and maintain relationships with key ecommerce operation parties to update clients on processes and procedures.
• Act as the main contact for operations and clients to resolve day-to-day issues and queries.
• Support ecommerce operations flow from order creation to delivery, aiming for on-time delivery of online orders.
• Identify orders behind SLAs and work with client and delivery operations to rectify them.
• Identify where proactive communications are required to clients and customers and escalate trends when necessary.
• Identify common trends in support interactions and escalate appropriately.

Connaissances

Customer service

Multichannel support

Problem solving

Communication skills

Time management

Formation

Grade 12

Diploma in Logistics/Supply Chain

Outils

Microsoft Office

Description du poste

Shoprite Checkers (Pty) Ltd is seeking a Control Hub Last Mile Logistic Associate to provide efficient ecommerce support to drivers and customers. You will handle order queries and incidents, collaborating with client agents and delivery teams to keep orders moving on time.

You will work across voice, email and chat channels, build strong relationships with key ecommerce partners, and use analytics to improve performance with better processes and automation.