eCommerce Platform Operations Specialist

Role Purpose

To support the smooth and reliable running of our digital platforms. This role acts as a central coordination hub for all platform-related issues, ensuring incidents are accurately logged, escalated to the correct teams, and resolved within agreed timeframes. Working closely with Contact Centre, store operations, product, data, and marketing teams, you will help maintain platform stability and ensure nothing is missed or left unresolved. This is a hands-on role ideal for someone looking to build foundational experience in eCommerce operations within a fast-paced retail environment.

Key Responsibilities

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Perform daily quality assurance testing across eCommerce website, mobile app, and related digital platforms

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Test key customer journeys including browse, search, basket, checkout, and account functionality

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Log, document, and track platform defects with clear details, severity, and reproduction steps

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Manage incident and ticket workflows, ensuring issues are correctly routed, tracked, and escalated when needed

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Monitor platform performance using observability tools and proactively identify outages or system issues

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Support internal teams (Contact Centre, stores, marketing, and offer teams) with platform-related queries and issues

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Coordinate across engineering, product, marketing, and operations teams to ensure timely issue resolution

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Conduct user acceptance testing (UAT) and regression testing for new features and system releases.

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Validate fixes and support release sign-off by confirming system stability and functionality before go-live

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Maintain documentation, testing checklists, and process improvements to strengthen QA and operational efficiency

Qualification and Experience

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Matric (Grade 12) required

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Bachelor’s degree in IT, Business, Information Systems, or related field advantageous

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Experience working across eCommerce platforms such as Magento (Adobe Commerce) and related digital systems

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Exposure to product, personalisation, and merchandising tools such as Akeneo PIM, Dynamic Yield, and Algolia

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Experience using ticketing systems (e.g. Jira, Freshdesk) and platform monitoring/issue tracking tools

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Basic understanding of eCommerce architecture, APIs, and integration between front-end, back-end, and third-party tools

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Strong communication, attention to detail, problem-solving skills, and ability to collaborate across technical and non-technical teams