Merchants Recruitment Listings

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 enterprise security assurance, support client security governance, and ensure ongoing compliance with relevant standards while identifying and mitigating risks to safeguard the organisations and clients’ information assets, ensuring confidentiality, integrity, and availability

1. Information Security Operations

• Monitor security alerts and events from various systems (SIEM, IDS/IPS, endpoint tools)

• Investigate potential threats and escalate incidents as necessary Support implementation and monitoring of security controls (firewalls, access control, encryption)

• Maintain and administer security tools including antivirus, DLP, and endpoint protection

• Install and manage security software solutions to protect IT infrastructure

2. Risk Management

• Participate in enterprise risk assessments to identify threats and vulnerabilities

• Support vulnerability assessments, analyse results, and assist in remediation prioritisation

• Collaborate with IT and business teams to reduce identified risks

• Contribute to penetration testing activities and remediation efforts • Assist in developing organisational security best practices

3. Incident Management & Response

• Support incident response activities including investigation, documentation, and reporting

• Analyse security breaches and assess impact

• Maintain accurate incident records for audit and compliance purposes

• Collaborate with internal stakeholders during incident remediation

4. Compliance & Governance

• Support compliance with industry standards and frameworks (PCI-DSS, ISO 27001, SOC 2, GDPR, POPIA, NIST), 

• Participate in internal and external security assessments and audits

• Ensure compliance with Client Third Party Risk Reduction (CTPRR) requirements

• Assist in implementing security controls aligned with regulatory requirements

5. Client & Stakeholder Engagement

• Engage with clients on security-related matters including risk remediation and onboarding

• Provide security advisory support for new software and system implementations

• Collaborate with cross-functional teams to embed security into business processes

6. Security Awareness & Continuous Improvement

• Contribute to security awareness initiatives and training programmes

• Develop training materials and educate staff on best security practices

• Research emerging threats and recommend enhancements

• Evaluate and support implementation of new security technologies

Requirements

• Degree in Information Security, Cybersecurity, Computer Science, or relate

• Familiarity with security frameworks (NIST, CIS, PCI-DSS, ISO 27001, GDPR)

• Experience with SIEM tools, firewalls, IDS/IPS, & endpoint security
• Knowledge of vulnerability management and penetration testing practices
• Bachelor’s degree or equivalent in a relevant field
• Preferred Certifications: CompTIA Security+/ CISSP /CISM

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 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.

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

Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and in line 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

Reporting and Administration

• Sign off Agent’s 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

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 with the contractual obligation

Requirements

• 1 year Call Centre experience
• Fluent in French and English
• 6 - 12 months Team Leader/Supervisory experience