Pingo Control Hub Last Mile Logistic Associate

The Control Hub Last Mile Logistic Associate provides efficient ecommerce support to drivers, handling client interactions and order queries through help centre channels in a timely, friendly, and professional manner. This role leverages knowledge of ecommerce operations and order fulfilment to resolve or escalate queries, enhancing the customer experience on ecommerce platforms. The Logistics Controller is part of the Control Hub team, supporting client agents, drivers, and internal stakeholders through real-time calls and emails. The team focuses on service excellence and uses analytics to implement solutions that improve performance and scale through better automation and processes.

Support a First Contact Resolution (FCR) culture for ecommerce client issues, and timeously troubleshoot customer incidents providing accurate, valid, and complete information.

Provide positive, efficient, and complete support resolutions to users, including customers, drivers and other stakeholders across various channels (including voice, email, chat, etc.).

Establish and maintain a relationship with key parties of the eCommerce operation to:

Understand processes and procedures available on applicable ecommerce systems, and efficiently update the client.

Act as the point of contact for the operations and clients to resolve day-to-day operational issues and queries.

Support ecommerce operations flow from order creation to delivery and maximizing the percentage of online orders to be delivered to customers on-time.

Identifying online orders that are behind pre-agreed SLAs and proactively working with the client and delivery operations to rectify these orders.

Identify where proactive communications are required to the client and customer.

Identify common trends within support interactions and escalate appropriately.

Grade 12 certificate – (essential).

Diploma in Logistics, Supply Chain Management, or a related field – (preferred).

+1 years’ experience as a Contact/Help Centre Agent or similar role – (essential).

Well-developed knowledge of e–commerce client support and experience within a blended, multichannel contact centre – (preferred).

Knowledge and understanding of order fulfilment, supply chain and logistics processes to execute relevant role functions within an ecommerce retail operation – (essential).

Proficient in Microsoft Office with a focus on applicable tools to execute areas of function – (essential).

Technical Proficiency and understanding in/of Products/Services - Understands ecommerce technical information and products to adequately perform on the job and guide customers towards a solution.

Customer orientated - Committed to providing high-quality customer service. Empathizes with customers and ensures their customer needs are understood, problems timeously resolved, and expectations met and resolving queries as well as leaving a good impression. Always thinking of the customer first attitude.

Excellent written and verbal communication skills ability to convey information and data clearly, accurately, and succinctly. 

Good problem-solving skills - Comprehends new information to generate insights while proactively investigating courses of action to identify feasible solutions. 

Well-developed interpersonal skills – able to interact, engage and maintain professional relationships with people at all levels of the corporate structure, and enjoys.   Authentic and builds positive rapport with customers.

Able to work under pressure, prioritize and balance numerous competing demands in a high-volume, high pressured, fast-paced working environment. 

Energetic and vibrant, enjoys working in a dynamic, fast paced environment. 

Flexible and resilient – Able to work in a fast-paced environment, balancing multiple and competing priorities while managing ambiguity and adapting as the business evolves.