Merchants Recruitment Listings

Role Overview

As a Call Centre Agent (Customer Service Representative), you will serve as the first point of contact for customers, representing the company in a professional and customer-focused manner. We are looking for individuals who are passionate about resolving customer issues, answering queries, and delivering exceptional customer service with care and professionalism. In essence, this role is about making every customer interaction positive and memorable.

Purpose of the Role

• To provide efficient, professional, and confidential customer service within the BPO industry.
• The role involves handling inbound and/or outbound calls, responding to enquiries, assisting with product requests, managing complaints or claims, and processing relevant documentation while ensuring a high standard of customer satisfaction.

Experience (Essential)

• Minimum 6 months’ Customer Service experience (preferably within hospitality, retail, banking, insurance, or other customer-focused environments).

Skills (Essential)

• Excellent English proficiency (spoken and written).
• Computer literacy with working knowledge of Microsoft Word, Excel, and Outlook.
• Typing speed: Minimum 25 words per minute.
• Ability to multi-task effectively in a fast-paced environment.
• Strong attention to detail and customer service orientation.

Education

Matric Certificate / NQF Level 4 (minimum requirement).

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 provide general administrative support to the Business Area.

1. Secretarial
• Screens calls and ensures accurate and timely messages are provided
• Manages diaries
• Greets all visitors to the Business Unit
• Ensures all equipment is set up as necessary, prior to meetings
• Ensures all refreshments are appropriately organised
• Assists with all correspondence from the client

2. Administration
• Organises necessary logistics for meetings and other occasions
• Manages office stationary, supplies and place orders when necessary, managing the supplier relationship
• Completes all office filing, faxing, printing, binding, photocopying, scanning and e-mailing
• Makes travel arrangements when required
• Processes payments
• Types correspondence
• Manages and updates notice boards
• Takes meeting minutes
• Logs all facility queries, tracks and escalates where necessary
• Compiles necessary administration reports

3. Purchase Orders
• Processes all purchase orders accurately and timeously
• Files all POs according to recipients
• Ensures all cross charges are completed on a monthly basis
• Provides a record with all necessary payment information, including proof of
payments
• Assumes responsibility for the Business Unit’s petty cash
• Captures the relevant data on the procurement system

Requirements

• Minimum matric or equivalent NQF
• Minimum 2 years secretarial experience
• Advanced MS Suite

Additional Requirements

• Must have drivers licence

oin Our Team as a Debt Collections Agent – Automotive Banking Industry 

Are you passionate about delivering excellent customer service and building a rewarding career in the banking industry? We’re looking for motivated individuals to join our dynamic Customer Service team, providing exceptional service to clients while maintaining accuracy and professionalism.

Purpose of the Role

To deliver outstanding customer service within the automotive banking sector by recovering overdue accounts, maintaining accurate records, resolving discrepancies, and ensuring a positive client experience.

Minimum Requirements

Education:

• Matric / NQF Level 4 (essential).

Experience:

• Minimum 12 months of Call Centre & Customer Service experience, ideally within banking or early-stage collections.

Skills & Competencies

• Technical proficiency: Confident using computers, navigating the internet, and working with MS Excel, Word, and Outlook.
• Communication: Excellent verbal and written English skills.
• Adaptability: Strong multitasking ability and attention to detail.

Working Hours & Shifts

• Rotational night-shift environment (24/7/365) aligned with US hours..

Background Checks

• Clear credit and criminal record required.

About Us:

Join a dynamic, multilingual contact centre that supports global clients across various industries. We pride ourselves on delivering exceptional customer service and fostering a collaborative team environment.

Key Responsibilities:

• Handle inbound and outbound calls in French and English
• Assist customers with queries, complaints, and product support
• Maintain accurate records of customer interactions
• Meet performance targets including call handling time and customer satisfaction
• Collaborate with team leaders to resolve complex issues

Requirements:

• Fluent in French (spoken and written)
• Strong communication and interpersonal skills
• Previous experience in a call centre or customer service role preferred
• Proficient in CRM systems and Microsoft Office
• Ability to work flexible hours, including weekends

What We Offer:

• Ongoing training and career development
• Vibrant, inclusive work culture
• Opportunity to work with international clients

OM Bank

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

OM Bank

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

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!

REQUIREMENTS:

Min 6 months contact centre experience essential

6 months customer service experience required

Experience in the Travel or Tourism industry is advantageous

6 months aviation experience

Previous Sales experience is advantageous

Must have Amadeus knowledge

Must have matric

1 Year Diploma in Travel/Tourism/Hospitality or Service

Shift/working hours - 06:00 - 22:00

8 hours shift per day

Able and willing to work rotational shifts

Speaks English, Zulu, Sotho

Based in Parktown

Now Hiring: French-Speaking Agents – Banking, Fraud & Disputes 🇫🇷🇨🇦

Are you fluent in French and passionate about delivering exceptional customer experiences? Join our team supporting a leading Canadian digital banking brand.

You’ll be helping customers with everyday banking, handling fraud investigations, and managing transaction disputes, all while working in a fast-paced, customer-first environment aligned to Canadian business hours.

Key Responsibilities:

• Assist French-speaking customers with their Account and Mastercard services
• Investigate and resolve fraud claims and payment disputes
• Provide accurate, empathetic banking support across phone, email, and chat
• Document cases clearly and follow all compliance and data security protocols
• Escalate complex cases when needed and collaborate with internal fraud teams

Requirements:

• Fluent in French and proficient in English
• 6–12 months of customer service or call centre experience (banking or financial services a plus)
• Strong attention to detail, problem-solving, and data accuracy
• Able to remain calm and professional in sensitive or high-stress situations
• Comfortable using multiple systems and digital tools

What You’ll Get:

• Join a reputable, growing team supporting a major Canadian brand
• Full training and onboarding provided
• Opportunities for career growth in financial services
• Work in a diverse, bilingual, and inclusive environment

Seniority Level

• Associate

Industry

• Telephone Call Centers
• Banking

Employment Type

• Full-time

Job Functions

• Finance
• Customer Service

Skills

• Fraud Investigations
• Financial Transactions
• Attention to Detail
• Financial Services
• Problem Solving
• Fraud Claims
• French
• English
• Dispute Resolution
• Banking

Screening questions

Required qualifications

• What is your level of proficiency in French?Ideal Answer: Minimum: Native or bilingual
• What is your level of proficiency in English?Ideal Answer: Minimum: Conversational
• Are you legally authorized to work in South Africa?Ideal Answer: Yes
• Do you have at least 6 months of experience in a call centre or customer service environment?Ideal Answer: Yes
• Are you able to work shifts aligned to Canadian business hours (including possible evenings/weekends)?Ideal Answer: Yes
• Have you worked in banking, financial services, or fraud/disputes before? (Nice to have, not mandatory)Ideal Answer: Yes
• Are you comfortable handling sensitive customer information and following strict compliance protocols?Ideal Answer: Yes

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 manage and develop a central data source for Business Intelligence across Merchants.

1. 1. System development and management

• Plans and develops a single automated platform for all Business Intelligence across Merchants.
• Analyzes business requirements and ensures the database platform is stable, functional and available
• Equips all operations to utilize the system and interpret the information it provide
• Documents all system processes, policies and procedures related to databases and statistical information ensuring standardisation across Merchants

1. 2. Reporting

• Develops and automates reports that indicate the Merchants organisations performance
• Creates reports which facilitate decision-making for Merchants
• Facilitates the process of information analysis and report development for the Business units
• Identifies best practices in report design and automation
• Researches business intelligence tools that are appropriate for Merchants
• Provides business intelligence support to enable Business Improvement

1. 3. People Management

• Leadership
• Leads by example in living the values of the organisation
• Ensures the department is fully equipped to handle the work load and distribute work flow
• Coaches to ensure a full understanding of consequences of errors
• Creates an environment that fosters team work and co-operation amongst team members
• Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
• Communicates effectively, building and maintaining relationships
• Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
• Attraction & Selection
• Ensures appropriate staffing and action accordingly
• Identifies need for creation of position and forward recommendation to direct manager and HR
• Selects and places candidates in terms of agreed recruitment and selection process
• Retention
• Develops and empowers people, recognizing and rewarding value-added performance
• Training and Development
• Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

• Monitors implementation of training needs as per individual development plans
• Career Pathing and Succession Planning
• Identifies, manages and develops talent
• Performance Management
• Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
• Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Requirements

• B.Comm Information Systems or BSc Computer Science
• 5-8 years Business Intelligence design experience including 2 yrs Data warehousing automation experience and 3 yrs SQL experience

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