Customer Coordinator

Our client is a fast-growing business focusing on transporting / moving.

They combines technology with exceptional customer service to deliver a seamless experience for their customers who are looking to move house, offices, etc.

As they continue to grow, they are looking for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in delivering excellent service.

This role is all about looking after customers from the moment they reach out through to the day their booking/move is complete.

You will be the first point of contact, helping customers feel confident that they have made the right choice while guiding them through every step of the process.

The key to success in this role is to deliver an exceptional customer experience, from answering enquiries and coordinating the finer details to keeping customers informed and ensuring everything in the runs smoothly.

Reports to: Business Owner

Location: Stellenbosch, Cape Town

Schedule: Monday to Friday (08:00 - 17:00)

Requirements

Customer Experience

• Manage inbound customer enquiries across the company's communication channels, including WhatsApp, phone and website enquiries.
• Be the primary point of contact for customers from their initial enquiry through to move completion.
• Build trust by understanding each customer's moving requirements and providing the most suitable solution.
• Deliver professional, timely and customer-focused communication throughout the customer journey.
• Keep customers informed at every stage, ensuring they always know what to expect.
• Proactively follow up on enquiries and ensure no customer is left waiting or overlooked.
• Escalate complex customer queries or operational issues where required.

Move Planning & Coordination

• Capture accurate move information, ensuring every move is planned correctly.
• Coordinate all aspects of the moving process, ensuring customers receive confirmations and relevant updates.
• Identify and resolve potential issues before move day wherever possible.
• Monitor move day activities and remain available to assist customers should any issues arise.
• Coordinate payment following completed moves and encourage customers to provide feedback on their experience.

Administration & Team Support

• Maintain accurate customer records and internal systems.
• Prepare quotations, customer documentation and general administrative support.
• Support the day-to-day operations of the business and assist the wider team where needed.
• Participate in team meetings, training and continuous improvement initiatives.

Competencies:

• Customer-focused
• Excellent interpersonal and communication skills
• Strong administrative and organisational skills
• Exceptional attention to detail
• Strong problem-solving skills
• Calm under pressure
• Self-motivated and proactive
• Tech-savvy
• Collaborative and team-oriented
• Reliable with a strong sense of ownership

Requirements:

• Minimum 2 years' experience in a customer service, customer success, customer support, customer relations or similar customer-facing role.
• Experience managing multiple customer enquiries in a fast-paced environment.
• Strong administrative and organisational skills with excellent attention to detail.
• Excellent verbal and written communication skills.
• Experience working with CRM systems is advantageous.
• Strong working knowledge of Microsoft Office and/or Google Workspace.
• Comfortable learning and working with new technology and systems.
• Experience within logistics, transport or a service-based environment would be advantageous.