Senior Customer Care Specialist

Role Summary
Serve as a key link between merchants and operational teams, helping to deliver a reliable and responsive service experience. The role supports strong merchant relationships, service performance and effective collaboration across local and international teams.

Key Responsibilities:
- Manage merchant enquiries, complaints and operational exceptions through resolution.
- Monitor operational data and maintain accurate reports and exception logs.
- Proactively identify, report and escalate service issues and operational risks.
- Coordinate with local operations and the China-based team to support merchant requirements.
- Execute service processes accurately and export consistent service delivery.
- Provide clear, timely updates and reporting to relevant stakeholders.

Requirements:
- Bachelor’s degree or relevant diploma for exceptional academic records.
- Experience in customer service, complaints or key account coordination.
- Fluent English with strong communication and reporting skills.
- Proficiency in MS Office, particularly Excel.
- Strong analytical, problem-solving and data-handling skills.
- Able to work effectively with multinational/remote teams and on-site in Johannesburg.
- Logistics, e-commerce, warehousing or supply chain experience advantageous.
- Mandarin, Chinese-speaking experience, VMS/OMs and responsible AI-tool use advantageous.
- Legal authorisation to work in South Africa.

Send your resume to [email protected]
Subject Line: INT10
Please note: Applications submitted without the correct subject line (INT10) will not be considered.