Digital Commerce Coordinator

About the Role

The purpose of the Digital Commerce Coordinator is to provide disciplined administrative and support coordination to the Digital Commerce & Customer Service team, helping the OK Franchise team respond to customer, store, supplier, and operational queries quickly and properly, while keeping trackers, actions, records, and support flows accurate and current.

What You Bring

• Grade 12 / Matric – essential.
• Diploma or certificate in administration, business support, operations, customer service, commerce, or a related field – preferred.
• 1–3 years’ experience in an administration, coordination, customer support, store support, or operations support role – preferred.
• Strong proficiency in Microsoft Office, especially Excel, Outlook, Word, and PowerPoint – essential.
• Experience updating trackers, logs, support records, and operational documentation – preferred.
• Experience in retail, ecommerce, FMCG, customer support, or store support environments – preferred.
• Experience working in a fast-paced environment with multiple stakeholders and competing priorities – preferred.

What You'll Do

• Support incoming customer, store, and operational queries across the relevant channels, ensuring they are acknowledged, logged, routed, and followed through correctly.
• Assist with first-line support administration by gathering the right information, providing accurate updates, and escalating issues to the relevant team member or partner where required.
• Maintain clear and accurate records of support queries, actions, resolutions, outstanding issues, and follow-ups.
• Keep team trackers, logs, status updates, contact lists, and working documents accurate and up to date.
• Follow up with stores, suppliers, service partners, and internal stakeholders on outstanding actions, missing information, and open support matters.
• Assist the team in monitoring support turnaround times and flagging overdue items, repeat issues, or process gaps.
• Ensure relevant systems, trackers, and support records are updated correctly and timeously.
• Support store onboarding and rollout administration where required, including capturing readiness inputs, support issues, and outstanding actions.
• Help prepare summaries, reports, presentations, and written updates for internal stakeholders.
• Escalate complaints, risks, repeated failures, unresolved queries, and operational issues to the appropriate level within the team.
• Identify recurring support or process pain points and raise these for improvement.
• Support the team with practical operational and data administration that improves responsiveness, visibility, and follow-through.