Hiring Now | Customer Service Coordinator: Marketing | Ackermans Support Centre | Full-Time Position Available
A leading South African value retail brand is urgently hiring a Customer Service Coordinator within the Marketing department at the Ackermans Support Centre. If you are looking for a dynamic permanent role with growth opportunities in retail customer experience and marketing, this is your chance to join a well-established retail team and build a long-term career in customer care coordination and CX management.
✨ Don’t miss this opportunity — vacancies are filling fast. Apply today.
Customer Service Coordinator Job Overview
| Detail | Information |
|---|---|
| Job Title | Customer Service Coordinator: Marketing |
| Department | Marketing |
| Industry | Retail / Customer Experience / Marketing |
| Job Type | Full-Time / Permanent |
| Location | Ackermans Support Centre |
| Minimum Qualification | Matric / Grade 12 |
| Experience Required | 1–2 Years (Customer Service / Contact Centre) |
| Application Status | ✅ Open – Accepting Applications Now |
About the Role
This is a coordination and customer experience role for professionals who thrive in fast-paced retail environments, enjoy solving customer problems, and understand the importance of turning customer feedback into meaningful service improvements.
The Customer Service Coordinator is responsible for coordinating daily customer service operations, ensuring queries are resolved efficiently and to a high standard, managing escalations, monitoring performance, and driving improvements that enhance the overall customer experience across all service channels.
This role sits within the Marketing department and requires someone who can seamlessly coordinate across internal teams, external service providers, and the broader marketing function — while maintaining a professional, empathetic, and brand-aligned approach in every customer interaction.
Key Responsibilities of a Customer Service Coordinator
Customer Query Management & Resolution
- Handle customer queries across all channels in line with the brand’s service standards.
- Ensure accurate and efficient resolution of customer queries, aiming for first contact resolution (FCR).
- Maintain professional, empathetic, and brand-aligned communication in all customer interactions.
Escalation Handling & Resolution
- Manage and support the resolution of escalated or complex customer queries.
- Ensure all escalations are logged with complete and accurate information.
- Follow up on escalated cases to ensure resolution is achieved within defined timelines.
Customer Experience & Voice of Customer (VOC) Support
- Monitor customer feedback and ensure low-rated interactions are addressed appropriately.
- Support VOC initiatives by identifying recurring issues and customer pain points.
- Contribute insights and observations that support the improvement of the overall customer experience.
Performance Monitoring & Continuous Improvement
- Identify recurring customer issues and highlight trends to the Customer Care Specialist.
- Support the implementation of process improvements to enhance service delivery.
- Track performance against service levels and contribute to continuous improvement initiatives.
Stakeholder & Supplier Coordination
- Liaise with internal teams including stores, logistics, and merchandise to resolve customer queries.
- Engage with external service providers where required to ensure timely resolution.
- Ensure alignment and clear communication across all stakeholders involved in customer care delivery.
Minimum Requirements – Customer Service Coordinator
Educational Qualifications:
- Matric / Grade 12 (essential)
- Diploma or certification in a relevant marketing study stream (preferred)
Experience:
- Minimum of 1 to 2 years’ experience in a customer service or contact centre environment (essential)
- Experience in a retail or value retail environment (preferred)
- Experience with CRM or customer service platforms (preferred)
Technical Skills:
- Working knowledge of MS Office packages — Word, Excel, PowerPoint, and Outlook (important requirement)
- Experience with CRM or customer service management platforms advantageous
Knowledge Requirements:
- Knowledge of customer service principles and customer experience (CX)
- Knowledge of contact centre operations including SLAs, first contact resolution (FCR), and response time management
- Knowledge of customer service channels including contact centre, email, social media, and in-store escalations
- Knowledge of escalation handling processes
- Knowledge of Voice of Customer (VOC) programmes and customer feedback mechanisms
Skills & Competencies:
- Strong problem-solving skills
- Excellent written and verbal communication skills
- Customer handling and conflict resolution skills
- Analytical thinking and ability to identify trends and patterns
- Strong time management skills
- Ability to manage multiple queries, tasks, and priorities simultaneously
- Adaptable to changing processes, systems, and customer needs
- Ability to build and maintain relationships with internal teams and external service providers
- Able to handle sensitive customer information with integrity and confidentiality
- Ability to remain calm and professional when dealing with challenging customer situations
- Ability to contribute to and integrate with the broader marketing team and stakeholders
Core Values We Look For in a Customer Service Coordinator
✅ Customer-First Mindset
Every interaction is an opportunity to strengthen the brand. We value coordinators who genuinely prioritise the customer experience and represent the brand with empathy and professionalism in every channel.
✅ Problem-Solving & Initiative
Customer issues require fast, accurate, and decisive action. We value coordinators who take ownership of queries and escalations and see every problem as an opportunity to improve the experience.
✅ Accuracy & Attention to Detail
Escalation logs, VOC feedback, performance trends, and CRM records must be captured correctly every time. We value coordinators who are thorough, organised, and precise in all documentation.
✅ Communication & Collaboration
This role coordinates across stores, logistics, merchandise, and external suppliers. The ability to communicate clearly, follow through, and keep all stakeholders aligned is essential to success.
✅ Willingness to Grow
The company invests in team members who show initiative and drive. Customer Service Coordinators who demonstrate strong performance are well-positioned for advancement into senior CX and marketing roles.
Career Growth Opportunities in Customer Experience & Retail Marketing
Starting as a Customer Service Coordinator is just the beginning. The retail customer experience and marketing sector offers clear career progression for motivated individuals:
- Customer Service Coordinator → Customer Care Specialist
- Customer Care Specialist → Customer Experience Manager
- Customer Experience Manager → Head of Customer Experience
- Head of Customer Experience → Marketing Manager / CX Director
Many experienced retail CX professionals began their careers in customer service coordination roles. Your career path is in your hands.
Frequently Asked Questions – Customer Service Coordinator Jobs
Do I need a degree to apply for this Customer Service Coordinator post? No. A Matric / Grade 12 is the minimum educational requirement. A diploma or certification in a relevant marketing field is preferred but not essential.
Is retail experience required? Experience in a retail or value retail environment is preferred but not a hard requirement. A minimum of 1 to 2 years’ experience in a customer service or contact centre environment is essential.
What channels will I be handling customer queries on? This role covers all customer service channels including contact centre, email, social media, and in-store escalations.
Is this a permanent position? Yes. This is a permanent full-time position based at the Ackermans Support Centre.
What CRM experience is needed? Experience with CRM or customer service platforms is preferred. Candidates who are comfortable learning new systems and working with digital tools will be considered.
How to Apply for This Customer Service Coordinator Job
Ready to be the driving force behind great customer experience? Apply now.
👉 Apply Online at Ackermans Careers
Submit your CV highlighting your customer service, contact centre, or retail experience, along with any CRM or VOC programme experience. Shortlisted candidates will be contacted for the next steps.
Apply early — this vacancy will close once filled.
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