Customer Service Coordinator: Marketing

We're looking for a proactive, solutions-driven individual who thrives in a fast-paced environment. You'll coordinate daily customer service operations, ensure queries are resolved efficiently and to a high standard. You will need to manage escalations, monitor performance and turn customer feedback into meaningful improvements that enhance the overall experience.

• Handle customer queries across all channels in line with Ackermans' service standards
• Ensure accurate and efficient resolution of customer queries, aiming for first contact resolution
• Maintain professional, empathetic, and brand-aligned communication in all interactions

• Manage and support resolution of escalated or complex customer queries
• Ensure all escalations are logged with complete and accurate information
• Follow up on escalated cases to ensure resolution within defined timelines

• Monitor customer feedback and ensure low-rated interactions are addressed appropriately
• Support VOC initiatives by identifying recurring issues and customer pain points

• Identify recurring customer issues and highlight trends to Customer Care Specialist
• Support implementation of process improvements to enhance service delivery Stakeholder & supplier coordination
  • Liaise with internal teams (e.g. stores, logistics, merchandise) to resolve customer queries
  • Engage with external service providers where required to ensure timely resolution
  • Ensure alignment and communication across all stakeholders involved in customer care
  EXPERIENCE REQUIRED Essential

  A minimum of 1-2 years' experience in a customer service or contact centre environment.

  Preferred
  • Experience gained in a retail or value retail environment
  • A working knowledge of the latest MS packages (Word, Excel, Power Point & Outlook) is an important requirement
  • Experience with CRM or customer service platforms
  KNOWLEDGE REQUIRED
  • Knowledge of customer service principles and/or customer experience (CX)
  • Knowledge of contact centre operations, including service level agreements (SLAs), first contact resolution (FCR), and response time management
  • Knowledge of customer service channels i.e. contact centre, email, social media, and in-store escalations
  • Knowledge of escalation handling processes
  • Knowledge of Voice of Customer (VOC) programmes and customer feedback mechanisms
  SKILLS REQUIRED
  • Strong problem-solving skills
  • Excellent written and verbal communication skills
  • Customer handling and conflict resolution skills
  • Analytical thinking and the ability to identify trends and patterns
  • Time-management
  • The ability to:
    • Manage multiple customer queries, tasks, and priorities effectively
    • Be adaptable to changing processes, systems, and customer needs
    • Build and maintain relationships with internal teams and external service providers
    • Handle sensitive customer information with a high level of integrity and confidentiality
    • Remain calm and professional when dealing with challenging customer situations
    • Contribute to and integrate with the bigger marketing team & other stakeholders
  QUALIFICATIONS REQUIRED Essential

  Matric / Grade 12

  Preferred

  Diploma / Certification in relevant marketing study stream