Merchants Recruitment Listings

This position is responsible for providing a service to internal clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems to restore service to clients managing incidents to resolution focusing on second line support.

1. Query Resolution
• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
• Develops and maintains a professional working relationship with the client on behalf of Merchants.
• Identify problems and errors prior to when they occur and log these timeously
• Investigate second line support calls assigned and identify root cause of incident and problems
• Take full ownership for managing the incident to resolution within the SLA
• Assist in analysing, assigning and escalates calls to the relative parties.
• Confirms Call resolution with client before resolving of the call on the IT Service Management System.
• Provide continuous feedback to client and affected parties
• Investigates and reports on incidents relating to server, network, security, EUC (end user computing) and telephony queries.
• Liaises with 3rd party vendors and 2nd line support to resolve escalated and problems and queries.
• Follow the require handover procedure for shift changes to ensure service continuity
2. Standard Adherence
• Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.
• Comply with Merchants accepted ITIL based Industry best practices.
3. Administration
• Complete daily morning checks on all managed information technology platforms and systems working towards consistent availability
• Maintains service and quality levels according to Merchants’ business standards, processes and procedures.
• Documents Standard Operating procedures and Work Instruction processes relating to Merchants and client specific systems.
• Manages the client’s expectations with regards to break-fix calls and service requests.

Our Company is looking for customer centric individuals with Service Desk experience to join the team.

The purpose of this position is first line contact with clients. Receiving, assessing and assigning calls to the correct resolver groups.

In this role you will also be required  to assist to provide positive and brilliant customer experience in an Inbound/Digital environment.

Minimum Experience Required:

• 2 years customer service experience or 1 year call centre experience from the above industries.
• Ability to work shifts within a 24/7 environment.
• Credit and Criminal Clear
• Completed Matric or Equivalent Qualification
• A+ and N+ qualification

Minimum Skills Required:

• Excellent Computer Skills
• Excellent command of English language is essential.
• Excellent written skill and email etiquette.
• Excellent listening skills
• Problem solving skills.
• Attention to detail.
• Organizational skills
• Customer centric orientated

Key Responsibilities :

• Respond to all incoming calls within the agreed service level
• Receiving, validates and logs client requests and capture the detail of the request
• Respond to e-mail, web, fax and monitoring calls that are logged onto the system
• Deliver a professional and efficient (first) interface between Merchants / Dimension Data and clients
• Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
• Ensure that all calls are routed and allocated to the correct support group or person
• Ensure that all user details are correct and that discrepancies are to be rectified through the correct channels
• Accurately logs and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients

To ensure that all debtors transactions are valid, accurate and complete.

1. Debtors Control

• Process all monthly debtor transactions both local, foreign and Intragroup
• Prepare and send out statements
• Accurately allocate debtor payments received 
• Follow-up and attend to all queries from Client Relationship Managers with respect to debtor invoicing and recovery of funds
• Assists during half year and year end (audits)
• Monitors the debtors aging and escalates debtors beyond agreed terms to the Financial Controller and Business Unit Heads
• Monitors unbilled debtors and provides weekly progress reports to relevant parties
• Monitor the debtors ageing and report debtors beyond agreed terms
• Prepare journals and reconciliation around accrued debtors
• Raise any bad debt provisions as required
• Prepare month end debtors reports

2. Administration

• Files supporting documentation related to debtors and ensures completeness of these records
• Files invoices and related change controls of debtors as received

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. 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

1. 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

1. 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

1. 4. Customer Satisfaction

• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive teams performance on systems and all metrics in accordance to the contractual obligation.

We are hiring Service Desk Analysts

An exciting opportunity exists for goal orientated, deadline driven individuals who are committed to meeting service level agreements and consistently strive to improve the customers' experience.  

Your responsibilities include providing first call resolution for queries reported to the Service Desk. Receiving, validating, logging and prioritizing all requests as well as testing and troubleshooting where applicable.

Minimum Requirements:

- Grade 12 or NQF Equivalent

- 1 Year Service Desk Agent Experience or knowledge in End-user Computing Support

- A+ or N+ or Information Technology Qualification

We are hiring Service Desk Agents!

You are the first point of contact when our customers require Technical Assistance. Your main responsibility is to promptly answer service desk calls, providing user support and customer service.

Minimum Requirements:

- Grade 12 or NQF Level 4

- 6 Months Call Centre / Service Desk Experience

- Excellent Oral and Written Communication Skills

- Ability to work Rotational Shifts

- Previous Technical Experience Advantageous

We are searching for Fluent French and English-Speaking Call Centre Agents who are passionate about delivering exceptional Customer Service to our International Customers.

Minimum Requirements

• Grade 12 / NQF Level 4 / Equivalent
• 6 months Customer Service Experience in a Call Centre
• French and English verbal & written communication skills
• Availability to work shifts (International Call Centre)
• SA id or a Valid work permit

We offer

• Market related salary
• Transport for Night Shift hours
• Medical Insurance
  

Our Company is looking for customer centric individuals from the travel industry to join the team.

If you have experience working in hotels, travel agencies, airlines and tour operators then we are looking for you. We are currently generating a pipeline of great candidates for new opportunities.

The overall purpose of the role is to assist to provide positive and brilliant customer experience in an Inbound/Digital environment.

Minimum Experience Required:

• 2 years customer service experience or 1 year call centre experience
• Ability to work shifts within a 24/7 environment.
• Credit and Criminal Clear
• Completed Matric or Equivalent Qualification

Minimum Skills Required:

• Excellent Computer Skills
• Excellent command of English language is essential.
• Excellent written skill and email etiquette.
• Excellent listening skills
• Problem solving skills.
• Attention to detail.
• Organisational skills
• Customer centric orientated

Our Company is looking for customer centric individuals from the travel industry to join the team.

If you have experience working in hotels, travel agencies, airlines and tour operators then we are looking for you. We are currently generating a pipeline of great candidates for new opportunities.

The overall purpose of the role is to assist to provide positive and brilliant customer experience in an Inbound/Digital environment.

Minimum Experience Required:

• 2 years customer service experience or 1 year call centre experience
• Ability to work shifts within a 24/7 environment.
• Credit and Criminal Clear
• Completed Matric or Equivalent Qualification

Minimum Skills Required:

• Excellent Computer Skills
• Excellent command of English language is essential.
• Excellent written skill and email etiquette.
• Excellent listening skills
• Problem solving skills.
• Attention to detail.
• Organisational skills
• Customer centric orientated

This amazing opportunity is available to UN-EMPLOYED individuals with customer service experience who would like to be included in a learnership with our Australian Technical Support Call Centre in Salt River.

Minimum Requirements:

• You must currently reside in the Western Cape 
• Matric or NQF level 4
• You must be below the age of 28
• Customer service skills/customer focus
• Good Verbal Communication Skills
• Team players
• Willingness to work shifts after training (night shift / graveyard shift)
• Must be currently Unemployed

What you get:

• High level paid training (stipend)
• Free Transport for Nightshift hours
• Opportunity to work with our existing team of experts
• State of the art Call Centre
• Gain great experience