Merchants Recruitment Listings

Bilingual Customer Care Agents (English / French) 

Are you fluent in English and French and passionate about delivering exceptional customer experiences? In this role you will provide exceptional support to customers by assisting with account access, claims inquiries, and general administrative updates — ensuring every interaction delivers a seamless and professional experience  

Responsibilities 

Provide support via inbound calls, email, and chat

Assist with password resets, online registrations, and account updates

Deliver accurate solutions to customer queries in a professional manner

Guide customers on benefits, claims, account information, and retirement services

Use multiple systems while maintaining high-quality service standards

Minimum Requirements 

Matric / NQF Level 4 (SAQA accredited)

Legal right to work in South Africa (South African citizen, permanent resident, or valid work permit/visa)

Fluent in English and French (minimum CEFR B2 level)

12+ months Customer Service experience plus 6+ months Call Centre experience

Experience in Financial Services, Banking, Insurance, Retail, or similar environments (advantageous)

Typing speed of 30 WPM+

Strong computer literacy and multitasking ability 

What We’re Looking For 

Customer-focused individuals

Strong, confident communicators

Resilient and adaptable professionals

Ability to thrive in a fast-paced environment

Strong digital literacy and multitasking skills

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.

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.

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 train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

Training

• Delivers induction, product, systems, and customer experience training to agents
• Deliver refresher training as required
• Creates a training environment conducive to providing the best possible learning experience
• Ensures completion of learning assessments and provides relevant feedback

Quality Evaluations

• Monitors and evaluates agent’s client interactions against the agreed methodology.
• Identifies areas of strength, development, and process improvements.

 Coaching

• Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system

 General

• Operates within agreed work schedule and meet quality standards independently.
• Remain relevant through call taking and/or listening.
• Do floor walking and agent support during OJT (on-the-job training).
• Facilitate calibration and/or voice of customer sessions.

Administration, Record Keeping and Reporting

• Accurately record training and coaching interventions
• Provides feedback on training material updates required
• Provides quality reports per the business unit requirements

Requirements

• Matric or equivalent NQF
• 12 months contact centre experience.

Additional Requirements

Experience in Training environment

Experience in Quality environment

Must have Collections experience

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

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

We are looking for customer-focused individuals to join a dynamic banking environment supporting customers.

As a Customer Care Specialist, you will act as the first point of contact for customers, providing exceptional service while assisting with account-related queries, product information, customer requests, and complaint resolution. You will engage with customers professionally, identify their needs, ask probing questions, and utilise multiple systems to provide accurate solutions.

Minimum Requirements:

✔ Matric / NQF Level 4 
✔ Minimum 12 months Customer Service experience
✔ Experience within Retail, Hospitality, Banking, Contact Centre or high-end service environments advantageous
✔ Excellent English communication skills (spoken and written)
✔ Computer literacy and ability to work across multiple systems
✔ Typing speed of 25 wpm minimum
✔ Strong attention to detail and multitasking skills

Banking 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 Sandton/Alexandra

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 fulfill 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
• 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.

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.

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.

Exceptional customer service experience.

At least 6 months call centre experience.

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