Progress Specialist

Responsibilities

• Process Improvement & SOP Management
• Lead and manage continuous improvement initiatives across all Takealot Group support teams (Customer Support, Seller Support, and shared cross-brand functions), identifying and eliminating inefficiencies that impact agent productivity or customer/seller experience.
• Attend new-business project and BRS (Business Requirements Specification) meetings to capture process requirements and translate them into clear, actionable SOPs before go-live.
• Create, maintain, and conduct scheduled reviews (at minimum monthly) of SOPs across all contact queues and brands, ensuring accuracy, compliance, and alignment with current operational realities.
• Streamline Zendesk ticket classification, routing logic, and contact form structures across all brands to reduce misroutes, duplicate contacts, and unnecessary handling time.
• Identify root causes of high-TAT (Turn-Around-Time) workflows and implement targeted process changes that reduce resolution time and improve first-contact resolution.
• Proactively benchmark processes against industry best practice and recommend improvements that keep Takealot Group's support operations competitive and scalable.
• Ticket Mining & Contact Driver Analysis
• Conduct regular (at minimum quarterly) deep-dive ticket mining across all brands and contact queues to surface the highest-volume, highest-impact contact drivers for customers and sellers/partners.
• Analyse contact trends to distinguish between addressable service failures (process gaps, communication issues, product bugs) and inherent demand - and prioritise improvement actions accordingly.
• Use findings from ticket mining to inform SOP updates, macro creation, Help Centre article improvements, and escalation pathways.
• Track recurring or emerging issues at a cross-brand level to identify systemic problems that require escalation to Product, Engineering, or senior leadership.
• Maintain a structured log of ticket mining outcomes and resulting actions to demonstrate progress and enable longitudinal comparison.
• Knowledge Management & Macros
• Own and maintain the CS Knowledge Centre (internal portal), including scripts, agent tips, process guides, and escalation references - ensuring content across all brands is current, accurate, and easy to navigate.
• Create, review, and optimise Zendesk macros across all brands and support teams, retiring outdated macros and ensuring consistent tone, accuracy, and compliance with active policies.
• Conduct regular audits of Help Centre (customer-facing) articles and internal knowledge resources, updating content in line with process or policy changes.
• Manage the lifecycle of knowledge assets: creation → peer review → publication → scheduled review → archival, ensuring no stale content remains in active use.
• Collaborate with team leads and subject matter experts across brands to capture tacit knowledge and convert it into documented, searchable resources.
• Training & Communication
• Design and deliver training programmes for CS agents across all brands and support teams when new or updated processes, tools, or policies are introduced.
• Train trainers and team leads on updated SOPs and operational changes, enabling scalable knowledge transfer without requiring direct involvement in every rollout.
• Develop clear, appropriately pitched training materials (written guides, quick-reference cards, presentations, and recorded walkthroughs) tailored to the audience - agents, team leads, or cross-functional stakeholders.
• Facilitate regular feedback sessions with support teams across all brands to surface process pain points, gather improvement suggestions, and close the loop on implemented changes.
• Serve as the communication bridge between CS operations and other business units (Sales, Commercial, Product, Marketing) for process-related changes that affect agents or customers.
• Manage bulk and proactive customer/seller communications during exceptional events, ensuring messaging is accurate, timely, and on-brand.
• Technology & Innovation
• Evaluate and implement AI tools (including Toqan and Zendesk's agentic/AI capabilities) to improve agent efficiency, automate repe

Additional Information

Purpose of the Role The Continuous Improvement & Progress Specialist is responsible for driving operational excellence and sustained customer experience improvement across all Takealot Group support functions - Takealot.com, MrD (Mr Delivery), and Takealot Marketplace. The role combines a strategic mandate to lead end-to-end CI initiatives (process design, technology adoption, and cross-functional collaboration) with the hands-on operational discipline of continuous process refinement: SOP governance, ticket mining, knowledge management, and macro optimisation. Acting as both an advocate for customers and sellers and a catalyst for change across all brands and support teams, the role ensures that every improvement is measurable, sustainable, and firmly anchored in data and customer insight.

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