Merchants Recruitment Listings

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

The HR Consultant is responsible for providing overall HR support to the business areas as well as ensuring that HR policies and practices are implemented in line with best practice and Group standards.

Requirements

• Completed or studying towards an HR diploma/degree

• Minimum 2-3 years, HR experience

• Knowledge of LRA

• Knowledge of BCoE, SDA

• Sage 300 People experience will be advantageous

What would make you a good fit for this role?

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

What will you be doing?

Recruitment and Induction

• Assists management with the development of Job Profiles and Specifications
• Delivers on recruitment requirements for the business areas
• Ensures all new employees are taken through an induction

Administration and Reporting

• Completes all letters, contracts, benefits documentation in an accurate and timely manner
• Provides regular and thorough HR reporting back to the Head of HR and the Business areas as required
• Addresses all payroll issues in a timely manner
• Updates the HR systems with all relevant information
• Updates headcount and attrition reports and maintains an accurate staff list at all times

Industrial and Employee Relations

• Advises on, and implements disciplinary processes as required and in accordance with legislation and company policy
• Supports and ensures preparedness of line management in disciplinary matters
• Documents and minutes the results of all disciplinary hearings
• Brings any out-of line situation to management’s attention

Performance Management

• Advises and ensures implementation of performance management through the People Dimension System for all permanent staff on the DD payroll
• Rolls out HR initiatives as required for Group HR and Merchants

Employee Well-being

• Informs line mangers in respect of advisory services available to employees
• Co-ordinates wellness day activities
• Recognizes new trends and patterns of behavior and alerts management

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

1. 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

Requirements

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

he 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

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 position is to investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost and increase efficiency to address business requirements needed to optimize the business.

Process Improvement Initiatives

• Supports the identification of improvement opportunities by providing relevant data and data analysis
 •Responsible for documenting process changes/new process design and measuring process compliance within the business
• Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client’s customers.
• Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
• Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

Business Analysis
• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
• Design to-be business architectures
• Identify and design new and improved business process systems and procedures to deliver goals
• Undertake a feasibility and impact analysis of solutions identified with key stakeholders
• Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

Project Administration
• Produces relevant, useful and professional reports and communications as project updates to the business
• Provides ongoing open communication to all key functional team members
• Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
• Contributes to scoping of projects.
• Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
• Delivers project work on time and in line with the agreed standard of quality.

Reporting and Administration:
• Completes all project documents and related administration and stores to ensure currency and accessibility.
• Generate monthly and weekly or ad-hoc status reports
• Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
• Documents process changes/new process design and measuring process compliance within the business

Requirements

• At least two years in the generalist discipline
• Excellent knowledge of Call Centre metrics and operations
• Understanding of process engineering and mapping
• Applying expertise and technology
* Lean Six Sigma - white/yellow belt 


Additional Requirements
Analytical background
MS Office fully proficient

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

1. 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

Requirements

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

Additional Requirements

* Understanding of WFM and the RTA role?

* Must be willing and able to work in a night shift environment

About the Role

We are seeking a highly detail-oriented and proactive HR Audit & Compliance Administrator to join our team. This role is critical in ensuring the accuracy, integrity, and compliance of employee data and documentation within Sage People 300.

You will play a key governance role by validating HR documentation, supporting audit processes, and ensuring adherence to internal policies, regulatory standards, and grant-funded audit requirements.

Key Responsibilities

1. Auditing & Compliance Administration

• Conduct detailed audits of employee records to ensure compliance with internal audit standards and regulatory requirements.
• Perform quality assurance checks on HR Shared Services (HRSS) documentation.
• Ensure documentation meets grant-funded audit requirements and formatting standards.
• Verify completeness, accuracy, and proper authorization of all documentation.
• Complete audit checklists with a focus on 100% accuracy and timeliness.
• Compile and securely submit audit reports via approved systems (e.g., MoveIT).
• Maintain a strong working knowledge of HR audit frameworks and compliance standards.

2. Cross-Functional Audit Support

• Provide audit coordination and support across business units.
• Collaborate with HRSS, Payroll, Finance, and other stakeholders to ensure audit readiness.
• Act as the primary point of contact for audit-related queries.
• Track outstanding documentation and ensure timely resolution of discrepancies.

3. Document Management & Filing

• Establish and maintain structured and compliant employee audit files.
• Ensure continuous audit readiness through regular file reviews and updates.
• Maintain accurate filing systems for easy traceability and retrieval.
• Track documentation related to contract amendments and employee changes.
• Identify and implement improvements in filing systems and processes.

4. Reporting & Data Management

• Extract, validate, and analyze data from Sage People 300 and HR systems.
• Prepare accurate and timely audit reports.
• Perform data reconciliation and validation checks.
• Identify trends, risks, and compliance gaps.
• Recommend improvements to enhance audit processes and documentation quality.

Key Relationships

You will work closely with:

• Internal Stakeholders: HR Managers, HR Consultants, HR Shared Services, Payroll, Finance, Merchants Academy
• External Stakeholders: Auditors (primary contact for audit requests and submissions)

Minimum Requirements

• Matric / NQF equivalent
• At least 1 year of administration and HR systems experience
• Intermediate Excel skills
• Experience working with HRIS systems (Sage People 300 advantageous)

Key Competencies

Skills

• Strong attention to detail and accuracy
• Effective planning and organising skills
• Solid communication skills (written and verbal)
• Problem-solving capability
• Technical aptitude

Attributes

• High level of confidentiality and integrity
• Strong sense of accountability
• Resilient and proactive approach
• Ability to work under pressure and meet deadlines

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.

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.