Specialist Customer Service eCommerce - EM South

adidas Group; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading global athletic company is seeking a Specialist Customer Service eCommerce for their team in Cape Town. This role involves managing customer queries, supporting service teams, and ensuring smooth operations. The ideal candidate will have a university degree and experience in customer service, with strong communication skills and a proactive approach. This position offers a chance to enhance service quality and achieve team goals.

Qualifications

• At least 2 years of experience in sales, supply chain, logistics, or customer service.
• Excellent command of the English language.

Responsibilities

• Update and maintain shared order sheets.
• Assist in all online customer service processes.
• Manage relationships with third-party vendors.
• Respond to customer inquiries regarding order tracking.
• Ensure smooth refund processes with payment partners.

Skills

Customer service orientation

Communication skills

Teamwork

Proactive approach

Ability to work under pressure

Education

University degree

Tools

Microsoft Office

SAP

Job description

Job Title: Specialist Customer Service eCommerce - EM South

Job Location: Western Cape, Cape Town
Deadline: September 19, 2025

Purpose & Overall Relevance for the Organisation:

• We are seeking an enthusiastic and dedicated individual to join our eCommerce team, focusing on online customer service-related queries.
• This role involves managing various tasks, primarily overseeing the customer order environment and supporting customer service teams with administrative duties.

Key Responsibilities:

• Update and maintain shared order sheets; escalate issues to courier or warehouse teams as needed.
• Assist in all online customer service processes, including call centre support, rollouts (e.g., competitions), and ensuring a smooth customer experience.
• Manage relationships with third-party vendors such as contact centres, fulfillment teams, and payment merchants.
• Support the escalation process for call centre team leaders.
• Respond to customer inquiries regarding order tracking, stock levels, prices, discounts, delivery, claims, and returns.
• Process and investigate shipment claims or return requests following company policies.
• Coordinate with internal and external partners related to orders and refunds, including warehouse, courier, sales, marketing, finance, and operations teams.
• Approve or reject returns of defective items.
• Ensure smooth refund processes with payment partners, addressing order status issues and profile concerns.
• Assist in resolving customer complaints alongside the Team Leader and Operations Manager.
• Participate in weekly team alignment calls.
• Address old requests from previous eCommerce platforms.
• Support consumer queries routed from retail stores and online orders.
• Assist the social media team in timely query resolution.
• Collaborate with the legal team on ombudsman complaint resolutions.
• Create and implement customer vouchers as needed.
• Provide high-quality customer service, responding promptly to inquiries from internal and external sources.
• Work towards achieving team and individual KPIs to enhance service quality and business performance.

Knowledge, Skills, and Abilities:

• Proactive approach with a drive for change where necessary.
• Strong customer service orientation.
• Excellent communication skills.
• Ability to work effectively in a team environment with measurable performance standards.
• Experience working under pressure to meet deadlines and manage conflicting priorities.
• Proficiency in Microsoft Office; SAP experience is a plus.
• Excellent command of the English language.

Requisite Education and Experience / Minimum Qualifications:

• University degree.
• At least 2 years of experience in sales, supply chain, logistics, or customer service.