Merchants Recruitment Listings

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

Call Centre Agent (Customer Service Representative)
As a Call Centre Agent, you will serve as a Brand Ambassador and the first point of contact for our customers. We are looking for individuals with a genuine passion for helping people, solving problems, and delivering exceptional customer service with empathy, professionalism, and care.

If you are dedicated to creating positive customer experiences and thrive in a fast-paced environment, we want you on our team!

Key Responsibilities

• Deliver world-class customer service by accurately assessing needs and providing appropriate solutions.

• Handle customer requests, inquiries, and complaints with professionalism, empathy, and attention to detail.

• Manage complex queries with accuracy, informed decision-making, and adherence to company guidelines.

• Accurately document all interactions, update call history, and escalate matters to the relevant departments where necessary.

• Stay up to date with product, service, and program knowledge through continuous learning.

• Maintain confidentiality in handling customer information in compliance with policies and legislation.

• Consistently represent the brand in a caring, considerate, and solution-focused manner.

Requirements

• Education: Matric / NQF Level 4 (essential)

• Experience:

  • Minimum 6 months contact centre experience

  • Minimum 6 months customer service experience

  • International call centre background advantageous

  • Experience in food/retail industry considered an asset

• Languages: Proficiency in English plus Zulu, Sotho or Afrikaans preferred

• Technical Skills:

  • Strong oral and written communication skills (typing, spelling, and grammar)

  • Computer literacy with advanced PC knowledge and system navigation skills

• Personal Attributes:

  • Professional, empathetic, and customer-focused

  • Positive attitude with strong teamwork and interpersonal skills

  • Ability to handle sensitive issues with tact, diplomacy, and discretion

  • Adaptable and quick to learn new skills and systems

Working Conditions

• Rotational shifts including weekends and public holidays

• 10-hour shifts (9 productive hours + 1-hour lunch)

• 6-day rotational shifts between 06:00 and 00:00 (including occasional graveyard rotation)

• Ability and willingness to work across all required schedules

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

• Matric / NQF Level 4 qualification
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Speaks English, Zulu, Sotho or Afrikaans
• 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
• 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.
• JHB 

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

• Matric / NQF Level 4 qualification
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Speaks English, Zulu, Sotho or Afrikaans
• 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
• 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.
• KZN

Become a CX Champion as Our New Associate

Do you have a passion for training, coaching, and elevating customer service quality? We're looking for a CX Associate to shape agent performance through dynamic training, impactful coaching, and thorough quality reviews.

What’s in it for you:

• Be the go-to expert for new hire readiness and ongoing performance
• Gain exposure to training, facilitation, coaching, and CX strategy
• Enjoy an engaging, fast-paced team environment
• Opportunity to grow into senior CX, training, or quality roles

What the role involves:

• Facilitate induction, product, and system training for new agents
• Deliver refresher sessions and OJT (on-the-job training)
• Conduct quality evaluations on client interactions
• Provide one-on-one coaching to develop agent performance
• Record and report on training, quality, and coaching outcomes
• Support floor walking and drive engagement during ramp-up phases

What you need to succeed:

• 12+ months experience in a contact centre environment
• Fluent in both French and English
• Passion for training, people development, and customer excellence
• Strong communication and facilitation skills
• Ability to evaluate calls and provide actionable feedback
• Eye for process improvement and detail

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

The purpose of this role is to deliver operations reports, import date into templates provided and develop reports that will assist the operations to make informed decisions.

What would make you a good fit for this role?

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

Requirements:

• Matric or NQF equivalent
• 6 months experience as an RTA or similar position
• SQL / Crystal or similar beneficial MS Access – intermediate
• Knowledge of Avaya / Genesys or similar tool
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Power BI).

What you'll be doing

Reporting and Forecasts

• Delivers timely and meaningful reporting to the Business Unit which adheres to specification
• Continuous improvement of the reports provided to the Business Unit
• Forecasts volumes and resources
• Regularly reviews and makes improvements to daily, weekly and monthly schedules which enables the operations to meet targets
• Monitors and advises on attrition and headcount requirements
• Delivers short-term and long-term forecasting

Maintenance

• Collects all data to centralise in one repository
• Backs up and maintains all Management Information systems

Become a CX Champion as Our New Associate

Do you have a passion for training, coaching, and elevating customer service quality? We're looking for a CX Associate to shape agent performance through dynamic training, impactful coaching, and thorough quality reviews.

What’s in it for you:

• Be the go-to expert for new hire readiness and ongoing performance
• Gain exposure to training, facilitation, coaching, and CX strategy
• Enjoy an engaging, fast-paced team environment
• Opportunity to grow into senior CX, training, or quality roles

What the role involves:

• Facilitate induction, product, and system training for new agents
• Deliver refresher sessions and OJT (on-the-job training)
• Conduct quality evaluations on client interactions
• Provide one-on-one coaching to develop agent performance
• Record and report on training, quality, and coaching outcomes
• Support floor walking and drive engagement during ramp-up phases

What you need to succeed:

• 12+ months experience in a contact centre environment
• Fluent in both French and English
• Passion for training, people development, and customer excellence
• Strong communication and facilitation skills
• Ability to evaluate calls and provide actionable feedback
• Eye for process improvement and detail

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.

Requirements

• Matric / NQF Level 4 qualification
• 6 months customer service experience required
• Strong command of the English language.
• Able and willing to work rotational shifts
• 8 Hour shift including 1 hour lunch break (8-hour productive shift)
• Saturday, Sunday and Public Holiday
• 5-DAY SHIFT ROTATION (8am to 8:30pm) within those parameters
• 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 PC’s 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.
• Based in Randburg

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

The purpose of this position is to investigate, analyze, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost, enhance quality, and increase efficiency to address business requirements needed to optimize the business.

What you'll be doing

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.
• Ensures that all Continuous Improvement deliverables are met within stipulated timeframes and at the agreed standard of quality.
• 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  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

• Develop and refine business processes and systems, focusing on innovative designs that effectively meet organizational objectives.
• 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
• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions.
• Convert findings into actionable insights and identify ROI.

Project Administration

• Produces relevant, useful, and professional reports for project updates, ensuring relevance and utility for the business.
• Maintains continuous, transparent communication with all essential functional team members.
• Identifies 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 risks.
• Delivers project work on time, and in line with the agreed standard of quality.

Reporting and Administration

• Completes and stores all project documents and related administration to ensure accuracy and accessibility.
• Generates monthly and weekly or ad-hoc status reports.
• Provides detailed and accurate reports to assist the CX Manager in meeting and exceeding client expectations.
• Documents process changes and new process designs, ensuring adherence to business requirements.

Relationship Management

• Cultivates strong, collaborative relationships with internal stakeholders and external clients, fostering mutual trust and cooperation.
• Demonstrates a deep understanding of stakeholder needs, efficiently resolving their concerns and requirements.

Requirements

• Technical Expertise (L2)
• At least two years in the generalist discipline
• Excellent knowledge of Call Centre metrics and operations
• Understand Process Engineering and Mapping
• Understanding Application of Expertise and Technology
• Lean Six Sigma – White and Yellow Belt
• Business Data Analysis

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 provide a complete Human Resources administration service and to support HR projects.

1. General Administration

• Loads all employee data related to employee engagements, transfers, promotions, resignations and terminations and ensures that it is timeously communicated to the Payroll.
• Updates all information related to employee engagements transfers, promotions, resignations and terminations on all HR Systems
• Creates and deactivates email accounts for all employees 
• Creates position numbers for all new positions.
• Ensures current understanding and application of all HR Policies

2. HR System Administration and Support

• Creates new employee profiles on all HR Systems upon receiving relevant documentation.
• Terminates exiting employees from all HR Systems upon receiving the relevant documentation
• Follows up on outstanding documentation and information from HR Operations
• Completes all check-lists to ensure 100% completion
• Maintains employee data on all HR Systems by updating information as required.
• Maintains systems data integrity by conducting daily, weekly and monthly checks
• Performs user testing on systems and provides timeous feedback
• Provides user administrative support to all Business Units
• Administers all 1^st line system requests, changes or issues and escalates unresolved items to the relevant 2^nd line escalation points
• Communicates all system changes or enhancements to respective business units to ensure currency of information
• Maps new employees to the DD Job Framework

3. Filing

• Creates and maintains files for all employees
• Files all documents into relevant filing sections of employee files
• Maintains the filing system to ensure ease of access to information for the entire Human Resources department.
• Files and archives all termination files in accordance with prescribed standard.

4. Reporting

• Compiles new engagement and termination reports for submission to the Human Resources Manager on a monthly basis.
• Compiles and distributes Performance Management Reports to the Business as required
• Extracts reports from HR Systems and reports anomalies to the Human Resources Manager on a monthly basis.

Requirements

• Minimum matric or equivalent NQF
• At least 2 years working experience
• At least 1 year HR administration and HR systems experience
• Excel intermediate
• HR Qualification