Controller

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.