Proactive Digital Commerce Fulfilment Specialist

ShopriteX

South Africa

On-site

ZAR 180,000 - 240,000

Full time

14 days+

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Job summary

ShopriteX is seeking a Digital Commerce Order Fulfilment Controller to proactively manage order risks and provide exceptional support across voice, email, and chat channels. The role emphasizes First Contact Resolution, collaboration with stores and courier partners, and continuous process improvement to enhance customer satisfaction in a dynamic order fulfilment environment.

The successful candidate will work a 40-hour week with shifts including early and late hours, contributing to seamless

Qualifications

Grade 12 / Matric is essential.
NQF6/7 level qualification (National Diploma, Advanced Certificates, Bachelor’s, etc.) is essential.
3+ years’ experience in a similar role with digital commerce/customer support in a multi-channel environment is essential.

Responsibilities

Troubleshoot and resolve customer incidents in a timely manner across voice, email, and chat channels.
Support First Contact Resolution (FCR) culture for Digital Commerce customer issues.
Proactively communicate updates to stores, couriers, and customers and resolve day-to-day operational issues.
Aim to maximise on-time, in-full online order delivery by coordinating with stores and delivery operations.
Identify trends in support interactions and contribute to process improvements.