Senior Customer Care Specialist

Buffalo Sa; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

BUFFALO International in Johannesburg is seeking a proactive Merchant Services Coordinator to join our courier operations. You will act as the frontline contact for merchants, resolve enquiries quickly, and help keep delivery data accurate and up to date.

In this on-site role, you will monitor performance metrics, report issues to the China-based supervisor, and work with Excel and other MS Office tools to support process improvements.

Qualifications

• Bachelor’s degree or higher; relevant diploma considered.
• Experience in customer service, complaint handling, or key account coordination.
• Fluent in spoken and written English, professional communication.
• Proficiency in Microsoft Excel, Word, PowerPoint and other office software.
• Strong communication, proactive attitude, and ability to report issues promptly.

Responsibilities

• Serve as the primary point of contact for merchants, respond promptly to enquiries, and follow up until issues are resolved.
• Handle merchant complaints and warehouse operational exceptions; escalate complex issues promptly and follow through to ensure proper closure.
• Monitor daily operational data, including inbound and outbound processing times, delivery success, and exception rates; maintain an exception log.
• Use company systems and Excel to compile and analyse data; report on-site conditions to the China-based Merchant Service Supervisor.
• Perform duties in accordance with SOPs and assist in improving service processes.

Skills

Excel proficiency

MS Office

Communication

Multinational teamwork

Client handling

Data analysis

Education

Bachelor’s degree or above

Tools

Excel

Word

PowerPoint

Job description

Job category: Courier Services

Location: International

Contract: Permanent

Remuneration: Market Related

EE position: No

Introduction

Serve as the primary point of contact for merchants, respond promptly to enquiries, and follow up until issues are resolved.

• 1. Serve as the primary point of contact for merchants, respond promptly to enquiries, and follow up until issues are resolved.
• 2. Handle merchant complaints and warehouse operational exceptions. Escalate complex issues promptly and follow through to ensure proper closure.
• 3. Monitor daily operational data, including inbound and outbound processing times, successful delivery rates, and exception rates, and maintain an exception log.
• 4. Use company systems and Excel to compile and analyse data, and promptly report on-site conditions to the China-based Merchant Service Supervisor.
• 5. Perform duties in accordance with company SOPs and assist in improving service processes.

• 1. Bachelor’s degree or above. Outstanding candidates with a relevant diploma may also be considered.
• 2. Experience in customer service, complaint handling, or key account coordination.
• 3. Fluent in spoken and written English, with the ability to communicate independently in a professional working environment.
• 4. Proficiency in Microsoft Excel, Word, PowerPoint, and other office software.
• 5. Strong communication skills, a proactive work attitude, and the ability to respond promptly and report issues without waiting to be asked.
• 6. Ability to work effectively in a multinational environment, report remotely, and maintain smooth communication with the China-based team.
• 7. Ability to work on-site at the Johannesburg warehouse and legal authorisation to work in South Africa