Western Cape Listings

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...
Job Description:

• Moderate all customer reviews and respond to email queries in English.
• 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.

About the role:

• High-end international client
• 5 Star (luxury) Hotel
• Lucrative Salary
• Door to door transportation to be provided.
• Night shift position

What we require:

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

Position Overview:
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 12 months contact centre experience essential
• 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 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.

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.

Requirements

• Matric / NQF Level 4 qualification
• 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.

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

The primary purpose of this role is to co-ordinate, schedule, track administer, support and report on all training interventions, including participation in the planning, and implementation of training programs delivered by the Merchants Academy Team.  

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment.

Requirements:

• Minimum matric or equivalent NQF
• At least 2 years of proven work experience as a training administrator
• Proficiency in Microsoft office and adequate knowledge of databases
• MS Office - Intermediary
• Digital Literacy
• Knowledge of LMS

What you'll be doing

Tracking and Reporting

• Monitors and reports on course attendance, exceptions, course evaluation, trainer feedback and proof of learning, which is business or client training delivered face-to-face, blended or online.
• Compiles and delivers accurate reports and statistics for review internally   and other key stakeholders – MB / Skills Development Manager) within agreed timelines.
•  Maintains up-to-date, correct, and accurate training reports.
• Captures accurate training data (both hardcopy and online data) into defined templates for ROI reporting.
• Gathers, files documents according to legislation (POPIA Act, GDPR and InfoSec) daily.
• Submit reports on training activities and results.

Administration & Coordination

• Maintains all training documents and records for face-to-face, blended, and online learning on the Flex platform and other relevant repositories. 
• Keeps training records and files up to date for ATR section of workplace skills plan.
• Maintaining up-to-date, correct, and accurate training records, such as trainee lists, schedules, attendance registers, and training venues.
• Takes responsibility for the Trainers/ Training Manager logistics for learning delivery (including face-to-face, blended and online learning delivery) for the Merchants Academy. Logistical management is inclusive of, but not limited to participants, invitations/cancellations, training venues and training links, equipment, connectivity, training materials, pre- and post-assessments, evaluation forms and catering (only as required).
• Manages the training logistics (booking of hotels, training rooms, sending information to participants, billing information, etc).
• Ensures classrooms or other appropriate venues are properly set up with the required training tools.Prepares and ensures training material is available and accessible to trainers and consultants for the successful delivery of training interventions as per agreed schedule.
• Organises training rooms, both ILT and VILT classrooms, and other logistics required, as per agreed schedule.
• Confirms attendance with delegates prior to the scheduled training intervention.
• Overseeing the preparation and dissemination of materials such as instructional notes, feedback forms.
• Act as a point-of-contact for vendors, participants, and Merchants Team.
• Enrolling of learners on current department database, programmes and courses ensuring accuracy as per departmental documented processes.
• Arrange and manage internal and regional training events end-to-end.
• Resolve issues as they arise with regards to logistics, schedules, and training requirements.

Flex platform administration.

• Responsible for user data management including the uploading of new users, the editing of existing user information as required, and the deletion of users no longer relevant for training on Flex. (uploading a new user).
• Manages all training assignments including the assignment of learning, content and VILT classroom sessions as per requirements.
• Schedules and coordinates VILT classroom sessions including the creation of virtual events, the uploading of supporting documentation, participation lists, monitoring and reporting on registration and attendance.
• Manages learning records to maintain alignment with up-to-date skills matrices of Merchants SA staff.
• Manages and maintains the document and record online repository by uploading, editing, and deleting documents and records as required.
• Schedules and exports learning reports as per requirements.  

Trainer- Special Projects

Are passionate about training WE have the perfect role for you:

The purpose of this role is to deliver, evaluate and report on all JF11 Project specific training, to ensure the Agents are ready and prepared to deliver exceptional customer experiences and participating candidates/work-seekers are provided with workplace support training.

Key performance Indicators

1. 1. Training

• Deliver Workplace Readiness Training, Work Seeker Support Training, and Customer Experience Training to all Agents/work-seekers.
• Deliver refresher training as required.
• Operates within an agreed training schedule and meets quality standards.
• Creates a training environment conducive to providing the best possible learning experience.

1. 2. Learning assessments

• Ensures completion of pre- and post-learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
• Provides feedback to the Training Manager to ensure continuous improvement.
• Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to the Training Manager.

1. 3. Support

• Coaches Agents in order to facilitate the transition from training to full function.
• Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”.

1. 4. Administration and Record keeping

• Accurately records all learning and development interventions.
• Completes daily training report which includes per learner observation and feedback of progress.
• Updates all training material to ensure currency and accuracy ensuring communication on updates are shared with Training Manager.
• Provides management with relevant training reports.
• Ensure training manuals and aids are prepared for training.
• Makes logistical arrangements for training.

Knowledge

• Matric or equivalent NQF
• 6 months training experience
• Training qualification or Future Leader: Trainer Graduate

Skills

• Planning and organising (L2)
• Customer service orientation (L2)
• Attention to detail
• Technical Expertise (L2)

Attributes

   • Influence

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

The primary purpose of this role is to co-ordinate, track and administer all training interventions delivered by the Training Team within Jobs Fund 11 Project

What would make you a good fit for this role?

Requirements:

• Minimum matric or equivalent NQF
• Minimum 1 year administration experience in areas detailed above
• Experience in a training environment 
• SA  SDL legislation
• MS Office - Intermediary
• Training and skills development  experience – minimum 2 years managing a team

What you'll be doing

Tracking and Reporting

Monitors and reports on course attendance, exceptions, course evaluation, trainer feedback and proof of learning

Compiles and delivers accurate reports and statistics for review by the Skills Development Manager and other key stakeholders within agreed timelines

Maintains the training schedule provided for the Jobs Fund 11 Project

Compiles and updates reporting requirements for Jobs Fund 11 on a monthly basis

Captures accurate training data into defined templates for ROI reporting

Facilitation

Functions as a ‘relief Trainer’ when required delivering the following when required

Deliver Workplace Readiness Training, Work Seeker Support Training, and Customer Experience Training to all Agents/work-seekers.

Deliver refresher training as required.

Operates within an agreed training schedule and meets quality standards.

Creates a training environment conducive to providing the best possible learning experience.

Administration

Maintains all training documentation on internal Intranet

Obtains quotes for printing and stationary for training interventions

Keeps training records and files up to date for ATR section of workplace skills plan

Audits training bookings against training registers (monthly)

Arranges for maintenance of training equipment, to ensure effective delivery of training

Makes all logistical arrangements for training sessions – list of participants, invitations/cancellations, training venue, equipment, training manuals and material, pre- and post- assessments, evaluation forms and catering (only when required).

Prepares and ensures training material is available to trainers and consultants for the successful delivery of training interventions as per agreed schedule

Organises training rooms and other logistics required, as per agreed schedule

Confirms attendance with delegates prior to the scheduled training intervention

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 6 customer service experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

Team Leader – Service Desk

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

The purpose of this role is to ensure the day-to-day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

What would make you a good fit for this role?

• Must be willing and able to work in a shifted environment.

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience
• 6 – 12 months Team Leader/Supervisory experience

Skills

• Customer service orientation
• Oral and written communication
• Planning and organising
• Problem solving
• Teamwork
• Coaching
• Technical expertise – Call Centre technology
• Attention to Detail

What will you be doing?

1. People Management

Coaches the team in order to ensure quality of delivery meets the appropriate standard

• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

2. Communication and Feedback

Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers

• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates.

18 months In-Service Training for TVET Learners or 2 years Workplace experience for BTech Learners.

Company Description

Merchants is a leading customer management partner specializing in business process outsourcing (BPO) that delivers customer experience and interactions. At Merchants, we are committed to attracting top talent and have a rich history of success and innovation across various industries globally. Visit our website at www.merchantscx.com.

Role Description

As a TVET or BTech Workplace Experience intern, you will have the opportunity to gain practical experience and contribute to the daily tasks associated with the role.

Qualifications

• Currently pursuing or recently completed a TVET or BTech qualification in a relevant field
• Strong desire to gain practical work experience in the customer management industry
• Demonstrated ability to learn quickly and adapt to new environments
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite
• Ability to work independently as well as part of a team
• Attention to detail and strong organizational skills
• Willingness to learn and take on new challenges

Requirements

• Suitably Qualified from an accredited University/TVET
• Unemployed graduates who have NOT participated in a placement programme in the past and require work experience.
• Must be a South African Citizen in possession of a valid SA ID
• Prepared and supported to work in a shifted environment aligning to various time zones

Required Documentation:

• Updated CV
• ID
• Statement of results and or N6 or Degree
• Confirmation letter from the TVET College or University that the Learner requires workplace experience.
  
  Please ensure that you register all your details:
• Employment History
• Education and Qualification 
• Complete the job questions. 

Position Overview:
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
• Speaks English, Zulu, Sotho
• Able and willing to work rotational shifts
• 10 Hour shift including 1 hour lunch break (9 hour productive shift)
• Saturday, Sunday and Public Holiday
• 6 DAY SHIFT ROTATION (6am to midnight) within those parameters
• Graveyard rotation TBD
• 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.