Merchants Recruitment Listings

Customer Support Agent – Aviation

We are looking for customer-focused, detail-oriented individuals to join our team as Customer Support Agents in the aviation industry.

The successful candidate will assist customers across voice and email channels with flight bookings, ticketing, rebooking, cancellations, and travel-related enquiries while delivering exceptional service in a fast-paced airline environment.

This role requires strong communication skills, attention to detail, and the ability to work within a structured, performance-driven contact centre environment.

Key Responsibilities:

• •Assist customers with flight bookings, ticketing, flight changes, and travel-related enquiries
• Provide accurate flight and fare information
• Handle customer interactions professionally across voice and email channels
• Process bookings using GDS and airline systems
• Deliver excellent customer service while meeting quality and productivity standards
• Work in a high-volume, fast-paced operational environment

Minimum Requirements:

• Matric / NQF Level 4
• Minimum 6 months’ experience within Travel, Tourism, Hospitality, or Aviation
• Experience working on GDS systems such as Amadeus, Galileo, Sabre, or similar reservation systems

Working Hours:
This role operates within a 24/7/365 rotational shift environment, including day shifts, night shifts, weekends, and public holidays.

Based in Parktown

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, 06h00am to 15h00pm - 13h30pm to 22h00pm -& 22h00pm to 06h30am 

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.

What would make you a good fit for this role?

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

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience

Skills

• Customer service orientation
• Oral and written communication
• Planning and organising
• Problem solving
• Teamwork
• Coaching
• Technical expertise – Call Centre technology
• Attention to Detail

What will you be doing?

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

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?

To lead and govern the end-to-end training function across business units by ensuring the effective design, delivery, and continuous improvement of training interventions aligned to Merchants and NTT standards, client requirements, and global learning best practices. The role focuses on building capability, improving speed to competency, and driving measurable business performance through training.

Lead and direct the training function to ensure achievement and maintenance of client SLA, capability and business performance objectives. Identify, recommend and implement process improvement to increase efficiency levels and business results.

1. 1. People Management

Coach, mentor, develop and support the team to ensure delivery of appropriate quality standards and performance targets

• Communicates information in a timely, accurate and understood manner to all team
  members
• Measures and manages the team to ensure out-of-line situations are immediately
  addressed
• Support hiring, workforce planning, performance management and career development of training personnel
• Manage and develop Training BPO Team Leads and broader training functions
• Build a high-performance learning culture
• Support succession planning and capability pipeline development
• Ensures that all Human Resources policies and procedures are observed
• Own trainer capability, certification and professional-development frameworks within the Business Unit.

1. 2. Training Strategy, Delivery and Standards
2. Define and implement the training strategy and operating model across business units
3. Ensure delivery of products, process, systems and behavioural training
4. Standardise training methodologies, facilitation approaches and learner journeys
5. Ensure alignment of all training to business and customer experience objectives
6. Drive structured onboarding and speed to competency frameworks

1. 3. Training Governance and Compliance
2. Ensure adherence to Merchants & NTT training governance standards and frameworks
3. Maintain audit readiness including attendance, assessments and training records
4. Standardise assessment methodologies and ensure consistency across business units
5. Implement trainer certification and capability standards
6. Ensure compliance with client and internal training requirements

1. 4. Training Needs Analysis and Continuous Improvement
2. Lead structure Training Needs Analysis using performance data and operational insights
3. Identify capability gaps and recommend targeted learning interventions
4. Drive continuous improvement training initiatives linked to business performance
5. Apply root cause analysis to address performance gaps through training solutions
6. Prioritise learning interventions according to business risk, customer impact and performance opportunity.
7. Partner with Quality and CI to ensure systemic findings are translated into appropriate capability or non-training interventions.

1. 5. Training Performance, Reporting and Insight
2. Own and standardize training reporting including throughput, competency and completion metrics
3. Measure and track speed to competency and training effectiveness
4. Embed pre and post assessment methodologies
5. Provide insights and recommendations to stakeholders to improve performance
6. Apply ROI principles to evaluate training impact

1. 6. Leadership of Training Function
2. Provide supervision to a small to moderately sized training team.
3. Administer policies and guidelines that directly affect training work activities.
4. Establish delivery deadlines and performance expectations.
5. Ensure clear accountability for training delivery, quality of facilitation and learner outcomes
6. Drive coaching capability at Training BPO Team Lead level
7. Implement trainer development, accreditation and performance framework
8. Ensure alignment and serve as liaison between staff, clients, leadership and support departments.

1. 7. Digital Learning, AI and Transformation

• Own Business Unit adoption and effective use of approved LMS/LXP, digital learning, simulation, AI-enabled learning and analytics capabilities.
• Ensure AI-assisted learning design and delivery operate within appropriate human validation, data, content and governance controls.
• Identify opportunities to personalise learning, reduce time to competence, increase scalability and improve learner support through technology.
• Partner with COE, Academy, Technology and relevant NTT functions on learning-system enhancements and transformation initiatives.
• Monitor benefit realisation and adoption of learning technologies

1. 8. Stakeholder Management and Business Alignment
2. Partner with Operations, WFM, support and functional stakeholders to align training to business needs
3. Resolve difficult and unique client training requirements, complaints and escalations through closure.
4. Translate business requirements into structured training delivery
5. Lead regular stakeholder engagements and performance discussions
6. Ensure alignment between training delivery outputs and operational KPIs
7. Demonstrate highly developed leadership, interpersonal and client relationship skills.

OPERATING MODEL ALIGNMENT

• Training BPO Manager: Strategy, governance and performance oversight
• Training BPO Team Lead: Day-to-day management of trainers and delivery execution
• Trainer: Facilitation, assessment and learner support

Requirements

• Undergraduate Degree or equivalent combination of education and work experience (Higher Certificate, Advanced Certificate, Diploma)
• 2–4 years’ leadership experience within a Learning & Development, Training or BPO environment.
• Minimum 2-4 years’ experience as a Training BPO Team Lead, Senior Trainer or in an equivalent senior L&D role, supported by broader relevant training and operational experience.
• Adult Learning Principles, instructional design, assessment, OJT, learning governance and capability measurement.
• Training Governance
• Data-driven Learning
• Training/facilitation experience
• Knowledge of CX metrics

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

Must have Matric/NQF L4

Min 6 months call centre experience

Previous Call Centre, Retail, customer facing experience highly recommended

Speaks English

Able and willing to work rotational shifts

Oral and Written Communication

Business writing chat skill required

Customer Service Orientation

Attention to Detail

Problem Solving

Adaptability

Resilience

Able and willing to work rotational shifts

Based In Western Cape - Woodstock

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

Must have Matric/NQF L4

Min 6 months call centre experience

Previous Call Centre, Retail, customer facing experience highly recommended

Speaks English

Able and willing to work rotational shifts

Oral and Written Communication

Business writing chat skill required

Customer Service Orientation

Attention to Detail

Problem Solving

Adaptability

Resilience

Able and willing to work rotational shifts

Based In Western Cape - Woodstock

Customer Service Agent 

We are looking for candidates who have a keen interest in solving customer issues and answering questions whilst 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 !

What you will be doing. 

The purpose of ROLE is to satisfy all CLIENT contact-handling functions in support of all client defined Services, by engaging with the customer base through relationship building.

First call resolution and exceptional service delivery
Consultant’s handling inbound Calls, Chats and/or Emails from Customers who seek assistance or information on merchandise, prior orders or for any other reason related to CLIENT’s e-commerce business

Support of outbound sales event invitations via Email or telephone

Any additional services provided requested from the CLIENT from time to time.

REQUIREMENTS : 

Min 6 - 12 months customer service experience within contact centre

Must have matric or NQF Level 4

Excellent written and verbal communication

Willing to work rotational shift - UK Hours 

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

Based Sandton/Alexandra

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

Based Sandton/Alexandra

Loblaw AD                                                                                                                                                                                                                          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 and French 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.