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Customer Service Coordinator Job Description

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Job Description

Customer Service Coordinator Job Description (South Africa-Focused Guide)

A Customer Service Coordinator plays a central role in managing customer queries, coordinating service processes, and supporting sales or operations teams to ensure a smooth customer experience. In South African companies, this role often combines front-line customer interaction with administration, order processing, and internal coordination responsibilities, as reflected in job adverts and role profiles published by organisations such as takealot.com, Roche, Torre Parts & Components, and others.

Below is a detailed, SEO‑optimised guide to a Customer Service Coordinator job description, based entirely on verified responsibilities and requirements from credible job postings and corporate descriptions.

What Is a Customer Service Coordinator?

A Customer Service Coordinator is typically responsible for:

  • Handling customer enquiries and complaints
  • Coordinating orders, deliveries or services
  • Acting as a liaison between customers and internal departments (sales, logistics, technical, etc.)
  • Ensuring service standards and customer satisfaction targets are met

For example, a Customer Service Coordinator role at takealot.com is described as “providing support to the customer services department through administration, reporting and process support” and improving the customer experience by managing daily service operations and escalations (takealot.com – Customer Service Coordinator role).

Similarly, Roche outlines its Customer Service roles as being responsible for “order management, handling customer queries and coordinating with internal stakeholders to ensure timely delivery and billing accuracy” (Roche careers – Customer Service).

Key Responsibilities of a Customer Service Coordinator

While exact duties vary by industry, several core functions recur across South African job descriptions.

1. Customer Enquiries and Communication

Customer Service Coordinators commonly:

  • Respond to customer enquiries via phone, email or online systems
  • Provide product, order, or service information
  • Resolve or escalate complaints and service issues

For instance, the Customer Service Coordinator role advertised by Torre Parts & Components specifies handling incoming calls and emails, resolving queries, and ensuring customer satisfaction through efficient communication (Torre Parts & Components – Customer Service Co‑ordinator advert on CareerJunction).

2. Order Processing and Administration

Many roles include substantial administrative work:

  • Capturing and processing customer orders on ERP or CRM systems
  • Checking product availability and delivery dates
  • Preparing documentation (quotes, invoices, delivery notes)

A Bidfood Customer Service Coordinator role describes duties such as taking orders, capturing them accurately on the system, checking pricing, and ensuring all administrative paperwork is completed for dispatch and invoicing (Bidfood Customer Services Coordinator on Indeed South Africa).

3. Coordination Between Departments

Customer Service Coordinators often act as a central point of contact between customers and internal teams:

  • Liaising with warehouse, logistics, sales and finance to resolve issues
  • Coordinating deliveries, collections and returns
  • Ensuring information flows smoothly between teams

In an advert for a Customer Service & Logistics Coordinator role at a consumer goods company, responsibilities include coordinating with transporters, sales, and warehouse staff to ensure on-time deliveries and resolving discrepancies in orders or stock (Customer Service & Logistics Coordinator – Adzuna South Africa).

4. Complaint Handling and Service Recovery

Typical tasks include:

  • Logging complaints in a ticketing or CRM system
  • Investigating root causes with relevant departments
  • Following up and communicating resolutions to customers

A Customer Service role at a multinational healthcare company in South Africa outlines duties of “managing customer complaints, investigating order or delivery problems and providing feedback and corrective actions,” ensuring compliance with internal quality procedures (Roche careers – Customer Service responsibilities).

5. Reporting and Performance Monitoring

Some coordinators are responsible for basic reporting and KPI tracking:

  • Monitoring turnaround times for responses and order processing
  • Tracking complaint volumes or escalations
  • Providing daily/weekly reports to supervisors

The takealot.com Customer Service Coordinator position includes responsibilities such as supporting reporting, assisting with performance statistics, and helping to identify process improvement opportunities based on data from customer interactions (takealot.com – Customer Service Coordinator role).

Typical Duties in a Customer Service Coordinator Job Description

Based on multiple South African job adverts and corporate descriptions, a Customer Service Coordinator job description often includes duties such as:

These real-world examples provide a solid factual foundation for drafting a comprehensive Customer Service Coordinator job description for South African organisations.

Skills and Competencies

Job postings for Customer Service Coordinators in South Africa consistently emphasise a combination of communication, administrative, and systems skills.

Core Skills

Technical and System Skills

  • Proficiency in Microsoft Office (Word, Excel, Outlook) – often listed as essential. The Torre Parts & Components advert specifically mentions MS Office competence for daily administrative tasks (CareerJunction advert).
  • Experience with ERP/CRM systems – order management and customer data are typically handled through software platforms. Roche’s customer service roles reference order entry and billing systems used for managing customer accounts (Roche careers – Customer Service).

Personal Attributes

Adverts frequently highlight:

Education and Experience Requirements

Requirements differ slightly across industries, but South African adverts for Customer Service Coordinators typically specify:

Some companies prefer candidates with additional qualifications in business administration or customer service, but this varies and is not universal.

Example: SEO‑Optimised Customer Service Coordinator Job Description Template

Below is a composite Customer Service Coordinator job description template aligned with the real responsibilities and requirements found in South African job adverts and corporate role profiles cited above.

You can adapt this for use on your careers page or job board.

Job Title: Customer Service Coordinator

Location: [City, South Africa]
Department: Customer Service / Sales Support / Logistics
Reports to: Customer Service Manager / Team Leader

Role Purpose

The Customer Service Coordinator is responsible for delivering a high standard of customer service by managing enquiries, processing orders, coordinating with internal teams and resolving customer issues promptly and professionally. The role supports the efficient flow of information between customers, sales, logistics and finance to ensure accurate and on‑time service delivery, in line with practices used by leading employers such as takealot.com and Roche.

Key Responsibilities

Minimum Requirements

Skills and Competencies

How This Role Fits into South African Organisations

In South African businesses, Customer Service Coordinators commonly sit in:

By basing your Customer Service Coordinator job description on proven, real‑world examples from South African employers and adjusting it for your industry specifics, you can attract candidates who are prepared to handle customer communication, order management, and internal coordination to a professional standard.

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