Merchants Recruitment Listings

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.
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Requirements

• 1 year Call Centre 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

Additional Requirements

• A strong understanding of business goals, with the ability to identify trends and promptly recognize gaps in team performance, along with proactively developing plans to address them.
• Daily Client meeting, providing update of performance, key opportunities, able to identify potential risk and mitigation plan. 
• Quick learner with a curious and inquisitive mindset.
• Technologically adept, with the ability to learn new systems rapidly and train others effectively.
• Responsible for managing staffing and daily team operations, including handling absences and coverage.
• Consistent and effective performance management skills.
• Conduct Root cause analysis and effective coaching to close off the Gaps 
• Ideally, capable of handling support escalations or providing backup during team member absences.

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 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.

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

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience
• Amadeus proficiency is a must
• Aviation experience if an advantage

Work With The Best

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.

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!

Client/Customer Experience:

• Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards (where applicable).
• 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 follow-up action is taken when necessary and provides feedback to the customer.
• Ensures own product, system, process and policy knowledge is current.

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.
• Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements
• Resolves all customer queries within acceptable time frames
• In a sales environment, to meet and exceed sales, productivity and customer satisfaction targets, as well as any other performance target.

Requirements

• Matric/NQF equivalent
• 6 months Contact Centre experience or 6 months customer service experience
• Navigation of a PC & Windows application
• MS Excel & Outlook Numeracy – addition & subtraction, formula for calculating %
• Fluent in English and another official South African  language preferably Afrikaans, isiZulu, seSotho
• Able and willing to work rotational shifts
• General understanding of the NCA   
• Valid driver’s license (advantageous)

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

MDD AD 

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 

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, 06h00am to 15h00pm - 13h30pm to 22h00pm -& 22h00pm to 06h30am 

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?

Reponsible for overall Financial Management of the Merchants South Africa and to provide advice and guidance to the South African Leadership and Finance Teams.

Ensure Group Financial Management and Reporting meets or exceeds NTT MEA and Merchants Group requirements.

To ensure the appropriate Financial Policies and Standards are set and adhered to.

To provide input, advice and guidance on Financial and Commercial issues to the South African Leadership Team.

To ensure that Corporate Governance is in place for all the legal entities and that the appropriate meetings and reporting is adhered to.

To be involved in all vendor contract negotiations.

To ensure our payroll department meets or exceeds our Peoples expectations and meets Group and regulatory requirements

Main Duties / Key Accountabilities

Strategy

• Participate in the development and execution of the Merchants South Africa Strategy.
• Ensure that the Strategy is consistent with prudent Financial Practice and meets the requirements of the Merchants Group the NTT  Group and its reporting requirements as a public company.

Management

• Participate in the Merchants South Africa Leadership Team.
• Provide advice and guidance to the heads of the Merchants Operating Units and the MD.
• Mentor and provide advice and guidance to the Finance Team

Go To Market

• Provide support and Financial input for all Customer acquisition and Customer development activities. Ensure that Customer Statutory Financial Requirements are aNTT ressed in Merchants transactions with that customer.

Financial Success

• Oversee the preparation of the annual budgets in required timelines and presentation to the Merchants Group.
• Ensure that monthly reporting and forecasting to the Merchants Group and NTT  MEA is on time and materially accurate.

• Continuously review progress and ensure that all steps are being taken to ensure that the Merchants Soiuth Africa entitie/s are Financially Sound and to ensure any significant issues are flagged to the Merchanst Group and NTT  Group Finance and Risk Functions.
• To provide advice and guidance to the managers to assist them in achieving their targets.
• To ensure the annual external audit and internal audits are successfully completed by the Group Auditors with no significant issues. 
• To ensure that Merchants South Africa Working Capital Managemnt meets MEA and Group targets.

Customer Satisfaction

• To be the Executive Sponsor on selected Customers and work with the account team to ensure that the customer’s expectations are met or exceeded.
• To assist the Business Development and Operations Teams in dealing with Financial issues and proposals that impact existing customers.
• To help identify issues that impact the customer’s willingness to pay their invoices and work with the appropriate management to aNTT ress the issues

• CA / MBA / Masters in Commerce with min 10 years Financial Experience or equivalent.
• Senior financial management experience in Service and/or IT Industries, contact centre experience is a bonus.
• Proven Financial Managemnt Experience to global standards.
• Executive Committee experience is desirable.
• Experience in negotiating contracts is desirable.

Are you passionate about helping people and creating exceptional customer experiences? Do you enjoy solving problems and making a difference in every customer interaction? If so, we want to hear from you!

About the Role

We are seeking enthusiastic and customer-focused individuals to join our team as Customer Service Consultants. In this role, you will engage with customers through calls, chats, and emails, providing support, resolving queries, and delivering a world-class customer experience.

What You'll Be Doing

• Handle inbound customer enquiries via calls, chats, and emails.
• Assist customers with merchandise, orders, and general e-commerce queries.
• Resolve customer issues efficiently, striving for first-contact resolution.
• Build strong customer relationships through professional and caring interactions.
• Support outbound sales event invitations via email and telephone.
• Deliver exceptional service while maintaining a positive customer experience.

Minimum Requirements

• 6-12 months customer service experience within a contact centre environment.
• Matric / NQF Level 4 qualification.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Passion for delivering outstanding customer service.

What We're Looking For

• A positive and friendly attitude.
• Excellent communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• A genuine desire to help customers and solve problems.
• Commitment to making every customer interaction enjoyable.

Customer Support Agent – Aviation

We are looking for customer-focused, detail-oriented individuals to join our team as Customer Support Agents in the aviation industry.

The successful candidate will assist customers across voice and email channels with flight bookings, ticketing, rebooking, cancellations, and travel-related enquiries while delivering exceptional service in a fast-paced airline environment.

This role requires strong communication skills, attention to detail, and the ability to work within a structured, performance-driven contact centre environment.

Key Responsibilities:

• •Assist customers with flight bookings, ticketing, flight changes, and travel-related enquiries
• Provide accurate flight and fare information
• Handle customer interactions professionally across voice and email channels
• Process bookings using GDS and airline systems
• Deliver excellent customer service while meeting quality and productivity standards
• Work in a high-volume, fast-paced operational environment

Minimum Requirements:

• Matric / NQF Level 4
• Minimum 6 months’ experience within Travel, Tourism, Hospitality, or Aviation
• Experience working on GDS systems such as Amadeus, Galileo, Sabre, or similar reservation systems

Working Hours:
This role operates within a 24/7/365 rotational shift environment, including day shifts, night shifts, weekends, and public holidays.

Based in Parktown

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, 06h00am to 15h00pm - 13h30pm to 22h00pm -& 22h00pm to 06h30am