Specialist Customer Service eCommerce

Specialist Customer Service eCommerce – EM South

Brand: Adidas
Location: Cape Town, Western Cape
Department: Digital Team
Contract Type: Temporary
Reference Number: 533358
Date Posted: 18 August 2025

Purpose of the Role

To support the eCommerce team by handling customer service queries, managing order-related issues, and providing operational and administrative support. This role ensures a smooth customer journey across all digital touchpoints.

Key Responsibilities

Maintain and update shared order sheets; escalate order issues to couriers or warehouse teams
Assist in all online customer service activities (call centre support, campaign rollouts, etc.)
Manage relationships with 3rd party vendors (e.g., call centres, fulfilment, and payment providers)
Act as a first escalation point for customer service team leaders
Handle queries such as order tracking, returns, delivery delays, stock, discounts, etc.
Process customer returns and refunds in line with company policies
Review and sign off return requests, including approving or rejecting defective items
Ensure smooth refund operations in collaboration with payment partners
Support internal departments: warehouse, courier, sales, marketing, finance, and operations
Help resolve customer complaints and legal queries, including ombudsman involvement
Manage customer queries from social media and retail referrals
Create and issue customer vouchers when needed
Participate in weekly team alignment calls
Deliver excellent customer service and meet internal KPIs
Clear outstanding issues from previous eCommerce platforms

Knowledge, Skills, and Abilities

Strong customer service orientation
Excellent communication and interpersonal skills
Ability to work both independently and within a team
Strong problem-solving skills and ability to work under pressure
Proficiency in Microsoft Office (Excel, Outlook, etc.)
SAP experience is advantageous
Excellent command of English (written and verbal)
Proactive and solutions-driven mindset

Qualifications and Experience

University degree (business, logistics, customer service, or similar)
Minimum of 2 years’ experience in customer service, sales, logistics, or supply chain

Our Culture: How We Win While Playing Fair

At Adidas, success is driven by more than performance—it’s powered by mindset. We live by six core behaviors:

Courage: Speak up and act where you see a need
Ownership: Take initiative and follow through
Innovation: Be curious, test ideas, and embrace change
Teamplay: Collaborate and win together
Integrity: Always do the right thing
Respect: Be inclusive and value everyone

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Specialist Customer Service eCommerce