Job Description
Overview The Customer Services Controller provides real-time ecommerce support to customers and internal stakeholders. The role focuses on resolving order-related queries across multiple channels (calls, emails, help centre), supporting store-led fulfillment, and ensuring a high-quality customer experience within a fast-paced retail environment. Responsibilities Handle ecommerce-related queries via phone, email, chat, and help centre platforms. Support drivers and customers by coordinating with store dispatch for order tracking, delivery issues, and escalations. Drive First Contact Resolution (FCR) and proactive issue resolution. Monitor store fulfillment against SLAs and work with operations to resolve delays. Act as a key link between retail store operations, clients, and delivery teams. Identify trends in customer issues and escalate systemic fulfillment or logistics problems. Ensure professional, friendly, and efficient customer interactions at all times. Hours 12-hour retail shift...