Regional Customer Service & Events Administrator

The Regional Customer Service & Events Administrator is responsible for providing exceptional customer service, managing service desk activities, supporting regional event operations, coordinating event stock returns and repairs, maintaining accurate stock visibility, and serving as the key point of contact among clients, warehouse operations, regional specialists, and support teams.

The role combines customer service administration, warehouse operational support, reporting, stock control coordination, and events administration to ensure excellent service delivery and operational efficiency.

Key Responsibilities:

Customer Service & Service Desk Management

*Manage customer service inboxes and Freskdesk queues

*Acknowledge and respond to customer queries within agreed service levels

*Escalate unresolved matters to the relevant department or manager

* Monitor ticket turnaround times and provide reporting

*Assist internal stakeholders and drivers with delivery and operational queries

*Act as the primary communication point between clients and internal departments

Event Stock Returns and Availability Management

*Monitor expected returns reports daily

*Follow up on overdue event stock returns

*Investigate stock returned without order numbers

* Identify and investigate stock shortages and discrepancies

*Provide accurate stock availability feedback to clients

*Maintain event sock allocations and ownership records

Warehouse Operations Support

*Investigate stock-related queries on the warehouse floor

*Work closely with warehouse teams to confirm stock locations and availability

*Attend operational planning meetings

*Support workforce planning during peak periods

*Act as a liaison between Operations, Customer Services, and Regional Event teams

Damages, Repairs & Procurement

*Manage event damages reporting

*Maintain cleaning and repair records

*Track outsourced repairs through to completion

*Obtain repair quotations and client approvals

*Maintain repair trackers and supporting documents

*Report event-related procurement requirements

Order Management & Data Administration

*Capture and maintain client orders in Order Flow and associated systems

*Support campaign loading and administration

*Maintain accurate client and stock master data

*Update warehouse billing and operational reports

*Manage POD tracking, scanning, and filing

*Maintain document control and filing system

Reporting & Analysis

*Produce daily, weekly, and monthly operational reports

*Report on stock returns, shortages, damages, repairs, and deliveries

*Monitor Freshdesk service levels and turnaround times

*Compile client-specific operational reports

*Support project reporting and performance tracking

Client & Stakeholder Management

*Maintain professional communication with clients, suppliers, event agencies, and internal stakeholders

*Provide accurate updates regarding stock, repairs, deliveries and investigations

*Participate in client meetings and operational reviews

*Support Regional Specialists and Operations teams with information gathering and problem resolution

Key Competencies

*Customer service orientation

*Strong administrative skills

*Excellent communication skills

*Attention to detail

* Analytical and problem-solving ability

Systems and Technical Requirements

*Experience using Magento and Order Flow is advantageous

*Experience using Freskdesk or a similar ticketing platform is advantageous

*Strong Microsoft Excel skills for reporting, trackers, and stock files

*Comfortable working with stock reports, static reports, delivery reports, damages reports, and repair trackers

Minimum Requirements

*Grade 12 / Matric

*2 years' experience in customer service, administration, logistics, warehousing, stock control, or operational support

*Experience in warehouse environment advantageous

*Experience working with clients and service level agreements preferred

Preferred Attributes

*Hands-on and comfortable spending time on the warehouse floor

*Reliable, organized, and able to maintain accurate records

*Confident when following up with internal teams, clients, event companies, and repair agents

*Detail-orientated and able to provide accurate, evidence-based feedback

*Process-minded and able to support improvements to ways or working

Key Performance Indicators

*Customer query response times

*Freshdesk SLA Compliance

*Returns follow-up completion rate

*Stock discrepancy resolution rate

*Reporting accuracy

*Repair tracker completion and turnaround time

*POD completion rates

*Client satisfaction levels

*Accuracy of stock and order administration

*Support provided to Operations and Regional Events teams

Working Environment

This role is primarily based in the warehouse office but requires significant time on the warehouse floor to obtain operational information, investigate client queries, validate stock status, and support event-related activities.

Pay: R9 500,00 per month

Application Question(s):

• How many years of experience do you have in a customer service role?
• Have you worked in logistics, warehousing, events or FMCG environments?
• Describe your experience managing customer queries via email or telephone.
• Have you worked with a ticketing / helpdesk system (e.g. Freshdesk or Zendesk)?
• Which of the following systems have you used? Excel, Outlook, ERP / WMS, CRM .

Work Location: In person