Latest Jobs at takealot.com

Your mission, should you choose to accept it:

• Design and build solutions to assist our business users, and improve customer experience
• Architect and design solutions with your team
• Keep up to date with technology trends
• Apply creative thought processes to solve complex challenges at scale
• Strong focus on making takealot.com the best place to shop at, a happy customer is a repeat customer
• Drive for excellence, to help foster a world-class engineering team

The skills we need:

• Solutions-oriented, can-do attitude, and high energy
• Strong analytical and critical thinking, using data to inform decisions
• Ability to dis-aggregate and structure solutions to ambiguous problems
• Solid quantitative skills
• Ability to interview and interact professionally, with internal and external people
• Capability to present ideas succinctly, in writing and verbally
• Versatile and with the appetite to learn by doing

Qualifications & Experience:

• Bachelor's Degree or Advanced Diploma in Computer Science, Mathematics or Engineering or equivalent experience in software development.
• A thorough understanding of computer science fundamentals, including object-oriented design, data structures and algorithms
• 3 to 5 years experience in a software development role for an intermediate-level position 
• 5 to 10+ years experience in a software development role for a senior-level position
• Experience in writing robust, efficient production code
• Proficient in a strongly typed language such as Python
• Experience with development in a Linux environment
• Experience with SQL database systems
• Open to diversifying language skill set

Experience in the following will be advantageous:

• MySQL, PostgreSQL, MS SQL
• Memcached, Redis
• Message Brokers, Queues and PubSub systems (e.g. Kafka and RabbitMQ)
• Containerisation (e.g. Docker) 
• Orchestration (e.g. Kubernetes)
• GitHub, Travis CI, Jenkins
• AWS, GCP, Azure
• Microservices

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Your responsibilities may include:

• Making active decisions on fault legitimacy, including scrutiny of quotations and sign-off of services rendered
• Will be the line of contact for building infrastructure backup system such as generator, UPS, (24/7 availability)
• First line of contact with the land lord and/or any representative
• Manage contracts and B2B Relationships.
• Oversees maintenance, improvement and long-term planning development, including major building renovations and rehabilitation projects
• Keep critical Spares for the Sorter, MHEs, Automations equipment's, Scanners, Batteries, Printers, Pack stations related Tools of Trade
• Prepares information for review and discussion with Management and other staff to select vendors
• Leads and manages facility projects to ensure best utilization of space, resources and safety for all employees
• Coordinates office and DC area improvements including day-to-day facility operations and critical systems such as, automation, general equipment,  MHEs( Materials Handling Equipment, MHU(Materials Handling Units) assets electrical, lighting, plumbing and conference room equipment
• Performs routine maintenance and repair tasks such as painting walls, replacing light bulbs, installing A/V equipment, etc., as needed
• Oversees the administration of contactor work (e.g. janitorial, building contractors, landscaping, gardening)
• Tracks and executes facility and maintenance expense budgets
• Assures compliance with all applicable laws and codes related to facilities including OHSA, ISO and city ordinances
• Reconciles and tracks third-party invoices and expenses
• Maintains records and vendor documents, such as contracts, service records and warranty information
• Ensures location and employees are in compliance & works with employees to identify issues and to resolve within the expected and agreed parameters
• Maintain a presentable facility and property at all times
• Supervising sub-contracted staff
• Building and grounds maintenance
• Manage cleaning/hygiene suppliers and contracts
• Catering and vending management, including the management and upkeep of Canteen facility
• Utilities and communication infrastructure
• Must understand and be able to manage power systems, IT cabling, basic construction, alarm systems, Gardening Maintenance, Automations
• Take emergency calls all the time and work odd hours, including weekends and public holidays, if need be and required by the business.
• Be knowledge and skills scalable to new Technological Evolution such as Robotics, AI, IoT
• Support and align with DC Operations, Times, Ways of Work etc.
• Possess Hands-on-approach
• Perform Departmental Administration functions as when required
• Perform any other ad-hoc functions related to the Department.

Attributes required:

• Must understand and be able to manage power systems, IT cabling, basic construction, alarm systems, Gardening Maintenance, etc.
• Solutions-oriented, can-do attitude; self-motivated
• Strong organizational & prioritization skills
• Attention to detail
• Excellent communication skills, both written and spoken
• Ability to interact with internal & external stakeholders at all levels
• Comfortable with change and excellent team player
• Comfortable with learning and adapting to new systems
• Be able to work in a pressured environment.
• Be able to complete tasks quickly & efficiently.
• Be willing to go the extra mile
• Follow -thrus and result-oriented.

Qualifications:

• Grade 12
• Diploma or certificate in Facility Management and/or Maintenance Management and/or Automation Mechanical Management and/or an appropriate Technical inclined qualification.
• 8 or more years of related work and knowledge, required

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Team Management

• Lead a dedicated, high-performing team of agents, providing mentorship and support.
• Conduct regular performance reviews and provide actionable feedback.
• Monitor and track KPIs, including response time, resolution time, customer satisfaction, and complaint resolution rates.
• Foster team growth by identifying training opportunities and updating SOPs and guidelines to reflect evolving business needs.

Complaint Resolution

• Oversee and ensure the timely resolution of complaints through efficient administrative processes.
• Investigate and resolve logistics escalations, providing actionable resolutions to branches.
• Liaise with TDT branches, Distribution Centers (DCs), Supply Chain, and other teams to facilitate complaint resolutions.
• Communicate directly with branches to obtain necessary information for investigation and resolution.

Reporting & Documentation

• Compile and submit accurate reports (daily, weekly, and monthly) within stipulated timelines.
• Maintain team trackers to monitor progress, identify trends, and generate actionable insights.
• Delegate reporting tasks to enhance team capacity and skill development.
• Document all processes, protocols, and resolutions for training and operational reference.

Process Improvement

• Conduct gap analyses to identify inefficiencies and propose operational improvements.
• Implement preventative measures to reduce relogged complaints to below 1.5%.
• Provide insights and recommendations to improve service levels within the franchise network.
• Track data accuracy and ensure timely communication of updates to stakeholders.

Stakeholder Engagement

• Build and maintain collaborative relationships with internal and external stakeholders.
• Organize team hub visits to strengthen cross-functional understanding and communication.
• Provide feedback and support to Franchise Compliance Coordinators (FCCs) and Franchise Managers (FMs) to drive operational excellence.

General Duties

• Manage credit requests and align with business standards.
• Support business objectives through management of projects within the financial year.
• Support OTP tracking and other business initiatives.
• Mentor and coach team members to foster knowledge transfer and professional growth.
• Perform additional duties as required by operational needs.

Minimum qualification and experience requirements:

• Matric Certificate or equivalent qualification (tertiary qualification advantageous).
• At least 3 years of experience in a team lead or similar role.
• Proven experience in complaints handling and customer service.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Experience with Zendesk or other ticketing systems advantageous.
• Background in food delivery customer service advantageous.

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Your responsibilities will include:

• Deliver timely, accurate and professional customer service for all Takealot Delivery Team Stakeholders.
• Resolve delivery or service problems by utilizing your listening skills to clarify our customer's query; assess any service failure to identify the root cause and take appropriate action.
• Ensure delivery expectations is managed at branch and customer level.
• Ensure all escalated delivery cases are addressed and resolved daily. Queues must be cleared daily.
• Utilize a variety of software tools to navigate to a resolution.
• Inbound and outbound telephonic support to TDT branches for CS queries. 
• Ensure successful delivery of any TDT Deliveries.
• Reschedule Failed Deliveries – communicating between customers and TDT Branches.
• Inbound and telephonic support to TDT branches for CS queries.
• Log complaints regarding TDT branches e.g. driver conduct/failure.
• Create replacement orders for lost/damage parcels. 
• Make quick decisions – Coordinate arrangements for urgent deliveries. 
• Investigating CS real- time escalations relating to TDT and providing feedback to improve Online Shopping Assistant's for Customer Experience.
• Action all CS requests on orders.
• Identify gaps and areas for improvement in the TDT Delivery network.

Requirements:

• Customer-obsessed, able to create a positive customer experience for all contacts
• Exceptional attention to detail
• Good command of English (verbal and written)
• Typing, phone, and computer navigation skills
• Solutions-oriented, can-do attitude and high energy
• Strong analytical and critical thinking, using data to inform decision
• Ability to interview and interact professionally with internal and external people
• Ability to approach problems logically and with good judgement to ensure the appropriate customer outcome
• Versatile and with the appetite to learn by doing
• Must be able to work weekends and overtime as required
• Proven track record of exceptional resolution and turn-around time resolving complex cases
• In-depth knowledge of the brands and systems that support the Takealot delivery network
• Logistics or supply chain experience is an advantage

Qualifications

• National Senior Certificate or Higher
• Minimum of 6- 12 months customer service experience