Merchants Recruitment Listings

English-Speaking Customer Experience Agents

Ready to turn your communication skills into a powerful career move? Join a high-performing team supporting a top Canadian digital banking brand—where every interaction matters and your growth is a priority.

Key Responsibilities:
• Be the trusted voice for customers managing their accounts & Mastercard services
• Investigate fraud cases and resolve transaction disputes with precision
• Deliver outstanding support via phone, email, and chat
• Handle sensitive situations with empathy, professionalism, and confidence
• Work closely with fraud and internal teams to solve complex issues

Requirements:
• Fluent in English with strong communication skills
• 6–12 months experience in customer service or call centres
• Detail-driven with strong analytical thinking
• Calm under pressure and solution-focused
• Digitally confident and quick to learn new systems

Why You’ll Love It Here:
• You’re not just answering calls—you’re protecting customers
• Solve real problems and make a meaningful impact daily
• Build trust and grow your professional skillset
• Structured onboarding to set you up for success
• Real career progression opportunities
• Inclusive, diverse, and people-first culture
• Stable schedule aligned to Canadian business hours

Apply today and step into a role where your skills, voice, and ambition truly matter.

English-Speaking Customer Experience Agents

Ready to turn your communication skills into a powerful career move? Join a high-performing team supporting a top Canadian digital banking brand—where every interaction matters and your growth is a priority.

Key Responsibilities:
• Be the trusted voice for customers managing their accounts & Mastercard services
• Investigate fraud cases and resolve transaction disputes with precision
• Deliver outstanding support via phone, email, and chat
• Handle sensitive situations with empathy, professionalism, and confidence
• Work closely with fraud and internal teams to solve complex issues

Requirements:
• Fluent in English with strong communication skills
• 6–12 months experience in customer service or call centres
• Detail-driven with strong analytical thinking
• Calm under pressure and solution-focused
• Digitally confident and quick to learn new systems

Why You’ll Love It Here:
• You’re not just answering calls—you’re protecting customers
• Solve real problems and make a meaningful impact daily
• Build trust and grow your professional skillset
• Structured onboarding to set you up for success
• Real career progression opportunities
• Inclusive, diverse, and people-first culture
• Stable schedule aligned to Canadian business hours

Apply today and step into a role where your skills, voice, and ambition truly matter.

The purpose of this role is to provide the day-to-day customer service for our banking customers.

Our service channels are Voice and Chat. Our customer promise is to deliver excellent customer services within the banking industry to satisfy customer requests, build customer relationships, develop, and retain customers; whilst inspiring confidence in their ability and confidentiality of information being dealt with. We are the first point of contact for our Banking customers, taking inbound calls for, amongst other things, onboarding customers, processing payments, responding to customer enquiries, managing customer fraud queries and complaints, resolving customer issues, handling product requests, customer contact fulfilment, handling customer complaints and claims, and contact documentation with specific reference to different banking accounts.

The 2 primary responsibilities are as follows:

1. Manage Query Resolutions - Provide information on product. - Guide customers on process. - Educate customers on digital experience of the Mobile App - Escalate exceptions which require investigations to Back Office including but not limited to Fraud, Deceased Estates, Disputes and Court Order Payments

2. Manage Complaints - Receive and create a case for complaint from our customer channels. - Track progress of complaint across the bank - Report on all complaints to Customer Committee - Identify reportable complaints and escalate priority. - Ensure regulatory standards. - Escalate complaints to specialists as is necessary.

Client Defined Services are: (i) Conversations to understand customer needs; then (ii) Asking questions to ascertain the root cause of the issue or need (iii) Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc.

Requirements

12 Months Banking Experience

Matric certificate or NQF Level 4

Neutral and clear tone

Clear ITC & Criminal record.

Working hours are:

*Training: Monday to Friday, 08h00 to 17h00

*Live: Rotational shifts - Monday to Sunday, 06h00 to 15h00, 13h30 to 22h00, 22h00 to 06h30

Now Hiring: Customer Service Agents

Are you passionate about delivering exceptional customer experiences? Join our team supporting a leading digital banking brand.

In this role, you will assist customers with everyday banking queries, handle fraud-related concerns, and manage transaction disputes in a fast-paced, customer-focused environment aligned with Canadian business hours.

Key Responsibilities

• Assist customers with their accounts and general banking inquiries
• Provide accurate, professional, and empathetic support via phone, email, and chat
• Investigate and resolve fraud alerts and transaction disputes
• Document cases clearly while following compliance and data security procedures
• Escalate complex cases when necessary and collaborate with internal fraud teams

Requirements

• Fluent in English (spoken and written)
• 6 months of call centre experience (banking or financial services experience is advantageous)
• Matric / NQF Level 4 
• Strong attention to detail and problem-solving skills
• Ability to remain calm and professional in sensitive or high-pressure situations
• Comfortable working with multiple systems and digital tools

Key Competencies:

• Customer-focused mindset
• Patience and empathy
• Ability to work under pressure
• Team player with a positive attitude

What We Offer:

• Base salary with performance incentives
• Training and ongoing development
• Career growth opportunities
• Supportive team environment

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?

To implement current and future orientated learning strategies in line with the company’s vision and business objectives.

1.Training Management
•Ensures the implementation and correct use of learning and assessment plans, lesson plans, assessment tools and course materials as published in its public folders
•Establishes, maintains and reviews profitable and viable external training partnerships to generate income and deliver training opportunities against pre-determined agreements
•Takes responsibility for managing national resources such as training facilities and regionally deployed facilitators
•Extracts the necessary data required for monthly reporting and contribute to the analysis of this data, measuring the various elements of the learning program and preparing it for presentation to the relevant forums
•Evaluate the impact of training on productivity and performance and report on the return on investment of learning and development interventions at the relevant forums
•Collaborates with Business Units and functional areas to ensure all defined training requirements are met
2.Training Standards and Compliance
•Ensures provision and achievement of all training requirements against the WSP
•Ensures that all statutory training and reporting requirements are met
•Establishes annual training schedules and ensures compliance
•Gains agreed sign-off of training schedule with all relevant stakeholders
•Establishes facilities standards for training delivery and ensures standards are met
•Establishes and implements all relevant policies and procedures for Training and Development
3.Design and Content Development
•Develops effective induction and onboarding programs
•Advises on the development of products and training services through consulting and designing interventions
•Responsible for understanding the combined learning requirements in the organization to create a learning strategy that will address these needs in the short, medium and long term
•Contributes to the development of new education service offerings that support the sales effort
•Identify training needs and designing new programs or customizing existing programs to meet these needs
•Defines the requirements for and researches the necessary learning programs and learning solutions.
•Manages the learning collateral development process from inception to completion, ensuring quality throughout the process
•Deploys learning solutions and track learning effectiveness in line with well-defined success criteria
•Ensures the definition and co-ordination of customized programs based on the needs identified and liaise with external providers to source the relevant programs required
•Ensures that the digital skills development platform is positioned competitively against the rest of the industry
4.Financial Management
•Inputs into the annual budget to meet the required targets and develop a strategy for income generation and expenditure to achieve budget
•
Maintains effective control of the business according to financial and operational metrics as determined during the budgeting process
•Manages costs by ensuring optimal resource utilization and develop, refine and co-ordinate efficient services delivery and operations processes
•Ensures that clients are billed according to the planned charges and ensure compliance to the procedure to purchase processes within the business
•Manages month-end reporting and apply for and manage funding and grant opportunities to meet budget and operational targets
•Manager tracks the cost of learning programs and ensures that they are in line with the agreed budget
5.Continuous Improvement
•Reviews and continuously improves the training services, ensuring it remains current and underpins the effective operation of the business
•Ensures a consistently high quality of training, services, and information for clients, participating in audits and implementing improvement items identified
•Ensures the clarity of roles and responsibilities with all employees and compliance to operational processes
•Manages the co-ordination of all regional training activities to meet commitment to courses, capacity building, financial stability, and effectiveness of the training department
•Ensures efficient management of day-to-day operations
6.People Management
•Leadership of Direct Reports
oLeads by example in living the values of the organization
oEnsures the department is fully equipped to handle the workload and distribute workflow
oBe an active part of corrective action for direct reports to ensure those correcting fully understand errors and consequences
oCreates an environment that fosters teamwork and co-operation amongst team members
oCreates awareness of Merchants strategic objectives and their alignment to the department and company objectives
oCommunicates effectively, building and maintaining relationships
oEnsures consistent compliance to company policies and procedures, corporate governance, and relevant legislation
•Attraction & Selection of Direct Reports
o
Ensures appropriate staffing and action accordinglyo
Identifies need for creation of position and forwardrecommendation to direct manager and HR
oEnsures appointments are in line with EE targets / strategy
oSelects and places candidates in terms of agreed recruitment and selection process
•Retention of Direct Reports
oDevelops and empowers people, recognizing and rewarding value-added performance
•Training and Development of Direct Reports
oContinually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
oMonitors implementation of training needs as per individual development plans
•Career Pathing and Succession Planning of Direct Reports
oIdentifies, manages and develops talent
•Performance Management of Direct Reports
oSets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs
oEnsures bi-annual performance reviews take place with direct reports
oIdentifies poor performance and takes corrective action
7.Training Material and Administration
•Manages the administration of various training online systems
•Ensures continuous content development to keep the business current in all spheres
•Reviews and updates training processes
•Develops and delivers weekly and monthly reporting as required - Manages reporting, administration, and Database management of all company training

Requirements
•Minimum 8 to 10 years training experience with an additional 5 years in Training and Development management
•Experience in a Call Centre environment.
•In-depth knowledge of all legislation pertaining to Skills Development, namely SDA, SAQA, NQF, QCTO

Additional requirment
Must have relevant qualification

The purpose of this role is to provide the day-to-day customer service for our banking customers.

Our service channels are Voice and Chat. Our customer promise is to deliver excellent customer services within the banking industry to satisfy customer requests, build customer relationships, develop, and retain customers; whilst inspiring confidence in their ability and confidentiality of information being dealt with. We are the first point of contact for our Banking customers, taking inbound calls for, amongst other things, onboarding customers, processing payments, responding to customer enquiries, managing customer fraud queries and complaints, resolving customer issues, handling product requests, customer contact fulfilment, handling customer complaints and claims, and contact documentation with specific reference to different banking accounts.

The 2 primary responsibilities are as follows:

1. Manage Query Resolutions - Provide information on product. - Guide customers on process. - Educate customers on digital experience of the Mobile App - Escalate exceptions which require investigations to Back Office including but not limited to Fraud, Deceased Estates, Disputes and Court Order Payments

2. Manage Complaints - Receive and create a case for complaint from our customer channels. - Track progress of complaint across the bank - Report on all complaints to Customer Committee - Identify reportable complaints and escalate priority. - Ensure regulatory standards. - Escalate complaints to specialists as is necessary.

Client Defined Services are: (i) Conversations to understand customer needs; then (ii) Asking questions to ascertain the root cause of the issue or need (iii) Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc.

Requirements

12 Months Banking Experience

Matric certificate or NQF Level 4

Neutral and clear tone

Clear ITC & Criminal record.

Working hours are:

*Training: Monday to Friday, 08h00 to 17h00

*Live: Rotational shifts - Monday to Sunday, 06h00 to 15h00, 13h30 to 22h00, 22h00 to 06h30

We are looking for candidates who have a keen interest in solving customer issues and answering questions whilst 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!

What you will be doing. 

The purpose of ROLE is to satisfy all CLIENT contact-handling functions in support of all client defined Services, by engaging with the customer base through relationship building.

First call resolution and exceptional service delivery
Consultant’s handling inbound Calls, Chats and/or Emails from Customers who seek assistance or information on merchandise, prior orders or for any other reason related to CLIENT’s e-commerce business

Support of outbound sales event invitations via Email or telephone

Any additional services provided requested from the CLIENT from time to time.

REQUIREMENTS : 

Min 6 - 12 months customer service experience within contact centre

Must have matric or NQF Level 4

Excellent written and verbal communication

Finance  Call Centre

About the Role

Join our dynamic team delivering world-class customer service for a leading international bank. As the first point of contact for US-based customers, you will handle inbound calls, respond to account and loan inquiries, manage service requests, resolve complaints, and build strong customer relationships.

Your role will require listening, problem-solving, and navigating multiple systems to deliver solutions quickly, accurately, and with empathy.

Key Responsibilities

• Engage in professional conversations to understand customer needs.
• Ask relevant questions to identify the root cause of issues.
• Use banking tools and systems to process requests and provide accurate information.
• Handle service-related concerns, complaints, and account queries.
• Upsell and cross-sell relevant products where appropriate.
• Maintain confidentiality and accuracy in all customer interactions.

Minimum Requirements

Education:

• Matric / NQF Level 4

Experience:

• At least 12 months’ customer service experience
• Contact Centre experience advantageous
• Clear Credit, criminal, and fraud checks
• Education verification (NQF Level 4)

 Skills Required:

• Computer literacy (MS Excel, Word, Outlook)
• Typing speed: 25 wpm @ 85% accuracy
• Internet navigation skills

• Mathematical literacy
• Excellent English (spoken & written)
• Strong multitasking ability
• Attention to detail, resilience, logical thinking, and problem-solving
• Cultural awareness and rapport-building skills
• Ability to upsell and cross-sell products
• Based in Centurion

WE ARE HIRING: Soft Sales / Telesales Agent (Medical Industry)

Are you an energetic communicator with experience in telesales or soft sales within the medical industry? Join our growing team and help us deliver exceptional service to clients across international markets.

✨ Requirements:

• 6–12 months Soft Sales or Telesales experience (Medical industry experience advantageous)
• Matric / NQF Level 4
• Strong communication and rapport-building skills
• Ability to work international hours
• Target-driven, professional, and customer-focused
• Ability to learn product knowledge quickly

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

Must have Matric/NQF L4

Min 6 months call centre experience

Previous Call Centre, Retail, customer facing experience highly recommended

Speaks English

Able and willing to work rotational shifts

Oral and Written Communication

Business writing chat skill required

Customer Service Orientation

Attention to Detail

Problem Solving

Adaptability

Resilience

Able and willing to work rotational shifts

Based In Western Cape - Woodstock