Progress Specialist

Responsibilities

• Lead continuous improvement initiatives across Takealot Group support teams to eliminate inefficiencies.
• Create, maintain, and conduct monthly reviews of SOPs to ensure accuracy and compliance.
• Conduct quarterly deep-dive ticket mining to identify high-impact contact drivers.
• Own and maintain the CS Knowledge Centre, including scripts, process guides, and escalation references.
• Optimize Zendesk macros and contact form structures to reduce handling time.
• Design and deliver training programs for CS agents on new processes and tools.
• Evaluate and implement AI tools to improve agent efficiency and automate repetitive tasks.
• Coordinate end-to-end responses to exceptional events like product recalls or platform outages.
• Monitor and report on key performance metrics including CSAT, FCR, and AHT.

Requirements

• Degree or diploma in Business Management, Operations, Industrial Engineering, or related field (or 5+ years relevant experience).
• Proven track record of delivering measurable improvements in operational efficiency.
• Experience managing SOPs, training materials, and knowledge bases.
• Proficiency with Zendesk and BI tools like Looker.
• Strong data analysis skills to generate actionable insights from raw data.
• Experience working across multiple brands or business units.

Preferred Qualifications

• Experience with AI-assisted tooling and technology adoption.
• Advanced proficiency in Google Suite and Excel for data analysis.
• Project management experience in fast-paced environments.

About the Company

Takealot Group operates leading brands including Takealot.com, Mr D, and Takealot Marketplace, driving operational excellence across e-commerce and delivery services in South Africa.