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?

What you will be doing;

The purpose of the role is to understand our customers and how best to serve them, relevant to the
market and current market trends, through training and quality management systems and by
implementing best practice methodologies.



Service delivery
• Ensures provision and achievement of all operational training requirements
• Ensures that all statutory training and reporting requirements are met
• Establishes monthly and annual training schedules based on business requirement and within resource availability and ensures compliance
• Establishes facilities standards for training delivery and ensures standards are met
• Establishes and implements all relevant policies and procedures for CX delivery
• Ensure that training days are scheduled and that the administration and logistics relating to these learning interventions are completed prior to its implementation
• Ensure Training Needs Analysis are conducted following the Merchants methodology
• Defines and develop customized programmes based on the needs they have identified
• Responsible for timeous and effective delivery of CX, product, process, systems, and behavioral training to operational and support employees
• Ensures team members’ knowledge of the business product, systems & processes is current and relevant
• Observe Facilitation and review Material to ensure delivery to the required standards
• Developing, executing, implementation, measuring and review quality improvement strategies through robust root cause problem solving and focused action management
• Verifying Quality Metrics, drive achievement of goals and trigger containment and corrective actions
• Manages delivery of customer experience programs by analyzing data to identify key priorities and aligns, training, quality program and other corrective activities to assess and address identified area

Collaboration and Optimization
• Collaborates with stakeholders to determine training requirements and priorities
• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Meets with the Operational Management team at a minimum once a month to provide feedback on quality performance, trends and focus areas
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Enhance Customer Success quality management system, informed by best practices and in
collaboration with BPS
• Working with the Operational teams, and the clients to understand data and customer needs to ensure customer experience is enhanced throughout the process and training initiatives
• Collaborates with Operations and the People Development team to ensure that competence gaps are filled.
• Identifies trends and common challenges, collaborate with peers, and makes
recommendations for solutions

Governance, Compliance and Best Practice
• Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Business and in alignment to best practice as governed by the COE
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the customer experience team to ensure compliance with acceptable standards of customer service

Escalations
• Ensures disputes and complaints are effectively investigated, managed and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

CX Reporting
• Review and analyze customer experience feedback and performance metrics, such as customer
satisfaction and NPS, identify training and other improvement opportunities and report on insights
and recommendations.
• Develops and delivers reports to meet CX, the Business Unit and Client requirements and timelines
• Identifies, establishes and conducts reporting and analysis on Business interventions, using
methodology in line with the COE and Merchants best practices, showcasing pre- and postassessment methodologies and ROI models.
• Track progress made in the implementation of recommended and actions.

• 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
  • Ensures appointments are in line with EE targets / strategy
  • 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
  
  
  Knowledge
  
  
• Minimum 4 years CX experience
  
• Experience of Training environment
• Experience of QA environment

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?

What you will be doing;

The purpose of this position is to manage the Business Unit’s site facility activities, in accordance with Merchants SLA objectives and targets.

1. 1. Site Maintenance

• Conducts site visits to ensure operational effectiveness with minimal disruption to ongoing working staff.
• Ensures all work undertaken conforms to the Health and Safety Act and is not in contravention of any National Building Regulations.
• Ensures cleaning staff efficiency on site at all times and manage cleaning routines for the BU.
• Coordinates the repairs and replacements of all office equipment.
• Assists IT team with office reticulation projects.
• Supervises all outsourced facilities functions.
• Ensures adequate stock levels are maintained within business unit with regards to cleaning materials, refreshments etc.
• Builds cordial relations with Landlords and Governmental Institutions (Eskom/City Power/Public Works).

1. 2. On Site Vendor Management

• Liaises with all internal and external suppliers and vendors, building services management, Security, access control and cleaning staff to ensure that they are performing as per accepted SLA’s.
• Resolves conflicts with minimal or no disruptions to overall daily operations.
• Ensures all escalations regarding contractor performance/non performance is escalated to line manager.

1. 3. Project Management

• Ensures accuracy and completeness of information submitted to management on projects in order to avoid delays.
• Develops and maintains a sound understanding of policies and procedures to develop alternatives to improve and expedite time frames.
• Endeavours to reduce turnaround time to deliver projects within cost and quality.
• Ensures that all activities are performed timeously, accurately and professionally.
• Communicates daily with contractors on progress and attends  weekly meetings.

1. 4. Document Management.

• Compiles and submits all reports timeously.
• Conducts quality checks in terms of documentation conditions to comply in the site build/maintenance.
• Reviews and approves of contractor documentation.
• Ensures all documentation information accuracy.
• Keeps records (hard copy and electronic) of all permits, leases, and correspondence.

Knowledge

• 2 – 3 years experience in Facilities/Property Management and Development and/or site maintenance field.
• Minimum 2 years proven technical maintenance experience in a service delivery environment
• Experience in managing vendor relationships

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?

What you will be doing;

The purpose of this role is to provide general administrative support to the Business Area.


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

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 emailing
 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

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


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

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
• 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
• Graveyard rotation TBD
• 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.

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.

About the role:

• High-end international client
• 5 Star (luxury) Hotel
• Lucrative Salary
• Door to door transportation to be provided.
• Night shift position

What we require:

• Grade 12 or NQF Level 4.
• Criminal and credit clear.
• South African citizen
• Strong command of the English language.
• English written and verbal fluency, suitable for an international client.
• Willing to work evening shifts/weekends.
• Exceptional customer service experience.
• At least 12 months sales experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

At Merchants, our vision is to create meaningful and sustainable futures for our people. To achieve this we cultivate an environment of continuous learning through the various skills and development programmes designed to grow talent and fulfil potential.

We are offering 18-24 month internships to Graduates with a University  or  TVET N6 Qualification . 

Business Management / Business Administration

• Financial / Accounting / Economics
• Marketing Management
• Project Management
• Supply Chain Management  
• Human Resource Management / Industrial Psychology
• IT Information and Security
• Computer Science
• Technical / Data Science
• Information Systems
  
  Requirements:
  
  
• Suitably Qualified from an accredited University/TVET
• Must be Unemployed
• Must be a South African Citizen in possession of a valid SA ID
• Must be under the age of 28
• Prepared and supported to work in a shifted environment aligning to various time zones
• Ability to work collaboratively in a fast-paced environment and adapt to change

At Merchants, our vision is to create meaningful and sustainable futures for our people. To achieve this we cultivate an environment of continuous learning through the various skills and development programmes designed to grow talent and fulfil potential.

We are offering 18-24 month internships to Graduates with a University  or  TVET N6 Qualification . 

• Business Management / Business Administration
• Financial / Accounting / Economics
• Marketing Management
• Project Management
• Supply Chain Management  
• Human Resource Management / Industrial Psychology
• IT Information and Security
• Computer Science
• Technical / Data Science
• Information Systems
  
  Requirements:
  
  
• Suitably Qualified from an accredited University/TVET
• Must be Unemployed
• Must be a South African Citizen in possession of a valid SA ID
• Must be under the age of 28
• Prepared and supported to work in a shifted environment aligning to various time zones
• Ability to work collaboratively in a fast-paced environment and adapt to change

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.
• 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

Company Description

Merchants is a leading customer management partner specializing in business process outsourcing (BPO) that delivers exceptional customer experience and interactions. With over 30 years of experience in creating and managing contact center operations around the world, we are pioneers in the industry. Our services and solutions are built on tried and trusted models, systems, and processes based on best practice standards. Our passion for people, coupled with our rich history of success and innovation in different industries, sets us apart from our competitors. Visit our website at www.merchantscx.com.

Description

This is a full-time remote role for a Arabic-speaking Customer Service Representative. As a Customer Service Representative, you will be responsible for providing excellent customer support, ensuring customer satisfaction and delivering a superior customer experience. Your day-to-day tasks will involve handling customer inquiries, resolving customer issues, and maintaining accurate records of customer interactions.

Qualifications

• Customer Service Representatives, Customer Support, and Customer Satisfaction skills
• Customer Service and Customer Experience skills
• Fluency in Arabic and English
• Excellent verbal and written communication skills
• Ability to work independently and remotely
• Strong problem-solving and decision-making abilities
• Experience in a customer service role is preferred
• Knowledge of CRM software is a plus

Company Description

Merchants is a leading customer management partner specializing in business process outsourcing (BPO) that delivers exceptional customer experience and interactions. With over 30 years of experience in creating and managing contact center operations around the world, we are pioneers in the industry. Our services and solutions are built on tried and trusted models, systems, and processes based on best practice standards. Our passion for people, coupled with our rich history of success and innovation in different industries, sets us apart from our competitors. Visit our website at www.merchantscx.com.

Description

This is a full-time remote role for a Spanish-speaking Customer Service Representative. As a Customer Service Representative, you will be responsible for providing excellent customer support, ensuring customer satisfaction and delivering a superior customer experience. Your day-to-day tasks will involve handling customer inquiries, resolving customer issues, and maintaining accurate records of customer interactions.

Qualifications

• Customer Service Representatives, Customer Support, and Customer Satisfaction skills
• Customer Service and Customer Experience skills
• Fluency in Spanish and English
• Excellent verbal and written communication skills
• Ability to work independently and remotely
• Strong problem-solving and decision-making abilities
• Experience in a customer service role is preferred
• Knowledge of CRM software is a plus