Merchants Recruitment Listings

As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
Responsibilities:

• Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
• To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
• Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
• Remain current on program and product information by being committed to continuous learning.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements

Min 6 months contact centre experience essential

6 months customer service experience required

Experience in the Travel or Tourism industry is advantageous

Previous Sales experience is advantageous

Must have Matric

1 Year Diploma in Travel/Tourism/Hospitality or Service

Shift/working hours - 06:00 - 22:00

8 hours shift per day

6 Day SHIFT ROTATION (6am to midnight) within those parameters

Saturday, Sunday and Public Holiday

Able and willing to work rotational shifts

Speaks English, Zulu, Sotho

Based in Soweto & JHB CBD

Are you ready to explore a new opportunity!

As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers.

We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner.

In short, we are looking for a commitment to make every customer interaction enjoyable!

Responsibilities

Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.

• To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
• Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
• Remain current on program and product information by being committed to continuous learning.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements

• Matric / NQF Level 4 qualification
• 6 months customer service experience required
• Strong command of the English language.
• Able and willing to work rotational shifts
• 8 Hour shift including 1 hour lunch break (8-hour productive shift)
• Saturday, Sunday and Public Holiday
• 5-DAY SHIFT ROTATION (8am to 8:30pm) within those parameters
• Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
• Interactive customer service environment required.
• Related experience in the food and/or retail industry considered an asset.
• Strong and developed oral and written communication skills, including typing, spelling and grammar.
• Demonstrated ability to implement change efforts.
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
• Advanced knowledge of PC’s and familiarity with system navigation.
• Positive attitude and demonstrated ability to get along with others.
• Professional, empathetic and naturally caring conversational style.
• Display tact and diplomacy in handling all levels of customer interaction.
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
• Ability to work all required shifts.

Position Overview:

As an International Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!

Responsibilities:

• Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
• To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
• Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
• Remain current on program and product information by being committed to continuous learning.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.
• Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
• Interactive customer service environment required.
• Related experience in the food and/or retail industry considered an asset.
• Strong and developed oral and written communication skills, including typing, spelling and grammar.
• Demonstrated ability to implement change efforts.
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
• Advanced knowledge of PCs and familiarity with system navigation.
• Positive attitude and demonstrated ability to get along with others.
• Professional, empathetic and naturally caring conversational style.
• Display tact and diplomacy in handling all levels of customer interaction.
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
• Ability to work all required shifts.

What we require:

• Grade 12 or NQF Level 4.
• Criminal and credit clear.
• Strong command of the English language.
• English written and verbal fluency, suitable for an international client.
• Willing to work evening shifts/weekends.
• At least 12 customer service experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

Looking for a job to challenge your excellent customer service skills? Look no further.....

We are on the lookout for vibrant, energetic, and driven individuals to join our contact centre team of customer service experts for our international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

What you will be doing:

• Moderate all customer reviews and respond to email queries in French.
• Meets or exceeds quality and productivity goals assigned by management.
• Demonstrates clear and polite written and oral communication.
• Maintains a positive and professional demeanour and portrays the company in a positive light.
• Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
• Follows company policies and processes in order to process customer requests appropriately.
• Demonstrates knowledge and use of departmental resources, policies, and procedures.
• Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
• Proactively communicates system and process issues, and customer feedback trends to management.
• Exceeds customer expectations by going above and beyond.
• All other duties as assigned.

What we require:

• Grade 12 or NQF Level 4.
• Criminal and credit clear.
• Strong command of the French language.
• French written and verbal fluency, suitable for an international client.
• Willing to work evening shifts/weekends.
• Exceptional customer service experience.
• At least 6 months call centre experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this role is to source and place the right people into the business and to take responsibility for all administration aspects of the recruitment and selection process including identifying, interviewing, evaluating and selecting qualified employees to effectively meet the organisation’s talent requirements.

What you'll be doing

Recruitment

Strives to achieve the recruitment KPIS including internal recruitment SLAs

Ensures that recruitment requisitions are correctly completed and signed off before advertising any positions

Consults with line managers when an a new job opening occurs to help them identify the exact skills set required, the best approaches to recruit for the position and to advise generally on the best method to fill the position for best long term results

Proactively sources and identifies qualified candidates in the market place for current and future job openings through a variety of channels such as: agencies, internal referrals, the e-recruitment database and social media tools

Advertises all vacancies internally & externally

Maintains internal and external job postings in the e-recruitment system and assists with the placements and administration related to job boards and social media platforms

Ensures that all internal job adverts are posted on Know? and Wired in line with corporate standards

Screens CV’s and shortlists applicants for 1st and panel IV

Develops competency based interview guides which are mapped to the competencies mapped in the jobs for which they are recruiting

Conducts initial interviews applying targeted selection principles

Arranges line interviews and ensures all supporting documentation is made available and interviewers are briefed

Participates in panel interviews with line management

Ensures line managers adhere to the recruitment process and coaches managers on interviewing skills.

Conducts relevant checks on candidates i.e. reference, criminal, credit

Identifies appropriate roles where psychometric assessment will support the hiring process and coordinates psychometric assessments with the Industrial Psychologist

Arranges feedback with the Hiring Manager to support the hiring decision

Makes employment offers to successful candidates adhering go standard process, in collaboration with the HR Manager Regrets unsuccessful candidates, adhering to the standard process

Keeps abreast of recruitment trends in the market

Relationship and performance management of the recruitment service providers to ensure effective service delivery

Effective candidate management through appropriate communication channels including telephonic, email and face-to-face interaction Internal stakeholder management through regular engagement throughout the recruitment process with a particular emphasis on timeous feedback to the Hiring Manager and HR Manager involved in any given recruitment process

Administration

Keeps accurate candidate files for all candidates in process

Ensures storage of candidate files, for candidates out of process

Ensures handover of up- to- date personnel files to HR workflow

Reporting

Keeps accurate and up-to-date recruitment trackers

Extracts the necessary data required from the e-recruitment system and monthly manual reports

Analyses this data and prepares for presentation to the relevant forums

Requirements

Minimum matric or equivalent NQF

At least 2 years HR experience with a minimum of 1 year specializing in Recruitment

Experience recruiting for contact centre’s

As an International Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!

Responsibilities:

• Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
• To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
• Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
• Remain current on program and product information by being committed to continuous learning.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.
• Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
• Interactive customer service environment required.
• Related experience in the food and/or retail industry considered an asset.
• Strong and developed oral and written communication skills, including typing, spelling and grammar.
• Demonstrated ability to implement change efforts.
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
• Advanced knowledge of PCs and familiarity with system navigation.
• Positive attitude and demonstrated ability to get along with others.
• Professional, empathetic and naturally caring conversational style.
• Display tact and diplomacy in handling all levels of customer interaction.
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
• Ability to work all required shifts.

What we require:

• Grade 12 or NQF Level 4.
• Criminal and credit clear.
• Strong command of the English language.
• English written and verbal fluency, suitable for an international client.
• Willing to work evening shifts/weekends.
• At least 12 customer service experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

Are you ready to take the next step in your career?

The Service Desk Analyst provides call logging and first call resolution for calls reported to the Service Desk. Responsibilities include initial assessment, classification, investigation and resolution of calls.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment

Minimum Requirements:

• Matric/NQF equivalent
• ITIL Foundation preferred
• Knowledge in end user computing support
• Or 1 Years’ Service Desk Agent experience
• A+ preferred
• N+ would be an added advantage

What you'll be doing

Client/Customer Experience – Catch and Dispatch

• Responds to all incoming calls within the agreed service level
• Receives, validates and logs client requests and capture the detail of the request
• Responds to e-mail, web, fax and monitoring service requests / incident that are logged onto the system
• Delivers a professional and efficient (first) interface between Merchants / Dimension Data and clients
• Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
• Updates calls / incidents according to the standard defined process
• Allocates and routes all calls to the correct internal / external support group or person
• Validates that all user details are correct and ensures that discrepancies are to be rectified through the correct channels
• Accurately log and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients
• Captures details with regard to activities in the life cycle of every task of every call
• Escalates internally when support groups / people are not available to be allocated calls / incidents
• Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
• Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
• Responds to all customers with willingness and appropriate tone and language
• Ensures own product, system, process and policy knowledge is current
• Identifies and documents gaps and/or inaccuracies and/or better ways of working with respect to SOPs.
• Takes accountability and responsibility for incident management as per ITIL standards and best practices.
• Responsible for managing calls through to resolution within the SLA

Client/ Customer Call Resolution

• Completes testing and troubleshoot where applicable up to resolution
• Escalates to relevant technical support via approved process when required
• Manages calls, through the call life cycles in accordance with SLA, most notably, calls  
  which:
• o Runs the risk of failing
• o Placed put in feedback status
• o Placed in admin status
• o Placed in customer agreed status
• Increases the number of calls being resolved through first line resolution
• Monitors, maintain, track update and reports Service Desk queues
• Escalates problems to the relevant technical expert via line manager, in each and every              instance you encounter a technical problem which you cannot resolve within at most 25% of the allocated SLA time, at the same time logging a related task in the Call Logging System      

• Escalates problems to the relevant technical expert via line manager in every instance
  you have problems to remotely connect to a user’s machine.
• Engages with necessary internal stakeholders and is responsible for managing calls
  through to resolution within the service level agreement conditions by coordinating
  product requests and liaising with relevant internal / external resolver groups to ensure resolution
• Provides support on various Operating Systems, software applications, peripherals and tools
• Provides 1st line support on LAN, WAN and WiFi networks

2. Governance

• Communicate policies to the client with regards to support
• Allocates all logged calls to the correct support group

3. Operational Excellence

• Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities.
• Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks.
• Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work.
• Brings any out-of-line situations to the attention of management, including equipment failure.
• Captures all customer details and data relevant to the call or service intervention efficiently and accurately.

As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
Responsibilities:

• Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
• To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
• Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
• Remain current on program and product information by being committed to continuous learning.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements

• Matric / NQF Level 4 qualification
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Fluency in the English language and Zulu & Sotho (ability to speak both languages) or Afrikaans
• Able and willing to work rotational shifts
• 10 Hour shift including 1 hour lunch break (9 hour productive shift)
• Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
• Interactive customer service environment required.
• Strong and developed oral and written communication skills, including typing, spelling and grammar.
• Demonstrated ability to implement change efforts.
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
• Advanced knowledge of PCs and familiarity with system navigation.
• Positive attitude and demonstrated ability to get along with others.
• Professional, empathetic and naturally caring conversational style.
• Display tact and diplomacy in handling all levels of customer interaction.
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.