Gauteng Listings

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.  

Academy Trainer

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

The purpose of this position is first line contact with clients. Receiving, assessing, and assigning calls to the correct resolver groups.

Responsibilities:

• Provide first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques
• Use problem solving/trouble shooting techniques to identify customer issues
• Escalate unresolved issues to the next level of support
• Log and record all calls attended to

Requirement:

• Matric/NQF equivalent
• 0 - 6 Months Contact Centre / Service experience
• Retail Experience will be a definite advantage
• Technical Expertise (A+/N+ is an Advantage)
• Oral and Written Communication
• Customer Service Orientation

We have an exciting opportunity available.

We are seeking deadline driven, goal orientated and motivated individuals to join our growing team. Your duties will include identifying and understanding customer needs and providing an excellent customer experience.

Requirements:

• Valid Matric/NQF level 4 
• 6 to12 months experience in Customer Service
• Service Desk Agent experience OR
• Technical Support agent experience

What you will be doing;

The purpose of this position is to monitor schedule adherence, identify schedule inefficiencies and flag operational service level risks. 

Adherence Monitoring

• Monitors daily absenteeism.
• Monitors non-adherence and communicates out-of-line situations
• Identifies issues that may impact the site’s ability to meet service levels in real time
• Reviews performance across skill sets and recommends real time changes that will improve site performance

2. Reporting and administration

• Accurately captures exceptions and real time reporting
• Produces accurate daily Workforce Management performance  reports to various levels of management covering all areas of the business
• Produces daily and weekly Absenteeism Reports
• Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

Knowledge

• Matric or equivalent
• 2 years Agent experience
• Understanding of ACD reporting
• MS Excel - intermediate

WFM Scheduler

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

This position is responsible for developing Agent Shift schedules and monitoring of adherence to the actual plan.

What would make you a good fit for this role?

Requirements:

• Matric
• Minimum 6 month experience as a Scheduler or similar position  
• Knowledge of Avaya / Genesys or similar tool
• SQL / crystal or similar beneficial MS Access –intermediate
• MS Excel - advanced

What you'll be doing

Workforce Planning

• Completes Agents schedules within agreed timeframes and in line with call volume, Average Handling Time and shrinkage forecasts
• Administration of extra-time as governed by scheduling process
• Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime.

Monitoring

• Checks staff coverage and reporting staff shortfalls to operations
• Monitors absenteeism trends and flags anomalies
• Briefs Operations Management on recommended service level risk mitigation plan
• Reviews performance across skill sets and revises schedules and forecasts to improve site performance

Reporting and administration

• Provides relevant Workforce Management reports as per operational requirements
• Ensures accuracy of exception capturing and real time reporting
• Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis

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
• Strong command of the English language.
• 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.

Financial Services Call Centre

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
• Strong command of the English language.
• 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 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

Able and willing to work rotational shifts

Speaks English, Zulu, Sotho

Based in Soweto & JHB CBD

Min 6 months contact centre experience essential

6 months customer service experience required

Must have matric

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

Based in Soweto

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

Min 6 months contact centre experience essential

6 months customer service experience required

Must have matric

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

Based in Soweto