Merchants Recruitment Listings

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.

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.

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.

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.

Are you ready to take the next step in your career?

What you will be doing;

The purpose of this role is train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

1. 1. Training
2. Delivers induction, product, systems, and customer experience training to agents
3. Deliver refresher training as required
4. Creates a training environment conducive to providing the best possible learning experience
5. Ensures completion of learning assessments and provides relevant feedback

1. 2. Quality Evaluations
2. Monitors and evaluates agent’s client interactions against the agreed methodology.
3. Identifies areas of strength, development, and process improvements.

1. 3. Coaching
2. Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system

1. 4. General
2. Operates within agreed work schedule and meet quality standards independently.
3. Remain relevant through call taking and/or listening.
4. Do floor walking and agent support during OJT (on-the-job training).
5. Facilitate calibration and/or voice of customer sessions.

1. 5. Administration, Record Keeping and Reporting
2. Accurately record training and coaching interventions
3. Provides feedback on training material updates required
4. Provides quality reports per the business unit requirement

Requirements:

• Matric or equivalent NQF
• 12 months contact centre experience

Additional requirements

• At least 6 months Acting CX Associate experience

Team Leader - HRSD

We’re thrilled to announce a new opportunity within our organization: Team Leader for the Human Resource Service delivery Team. This role is pivotal to our operations and offers a dynamic environment for the right candidate to showcase their leadership and administrative skills.

What would make you a good fit for this role?

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

Requirements

• Minimum matric or equivalent NQF

• At least 5 years HR experience specializing in Administration at mid-and senior levels

Skills

• Attention to details
• Technical expertise

• Oral and written communication
• Planning and organising
• Customer Service orientation

What you'll be doing

ADMINISTRATION:

Management of employee Data and Operations records Operating Model as per approved guidelines:

1. 1. Assign and input new ID for new hire
2. 2. Manage and update employee details Personnel Data
3. 3. Update the name and position on the BU organization structure chart
4. 4. Update the Work Data (Confirmation, Promotion, Transfer, Retirement, Resignation, Contract Expiry, Termination, Disciplinary Action, etc.)
5. 5. Maintain filing of organization management for each employee
6. 6. Generate any Organization Management related report if requested (e.g. requested by finance division)
7. 7. Preparation of EIB’s where bulk imports required
8. 8. Complete special projects by organizing and coordinating information and requirements; planning, arranging, and meeting schedules; monitoring results.
9. 9. Improve program and service quality by updating procedures, evaluating system results with users.
10. 10. Contribute to team efforts by accomplishing results on time.

OPERATIONS / MANAGEMENT ENGAGEMENT:

To respond on Admin & Ops queries from BU that is escalated from the contact centre within their own authorization and capability.

1. 1. Responding to assigned tickets logged via 4MeSelfService tool.
2. 2. Adopt new digital approach via Signiflow to paper-based workflow for digital enablement
3. 3. To liaise with BU (management, employees, etc.) if there are any problems that needs BU confirmation

PEOPLE MANAGEMENT

1. 1. Daily, weekly and monthly management of HR Administrators
2. 2. Weekly catch up sessions to address changes, frustrations and outputs
3. 3. EDUCATION & EXPERIENCE
4. 4. Formal education: Diploma or Degree in Human Resources and/or equivalent job-related experience is preferable

1. 5. Job experience/knowledge/language requirements:
2. 8. Demonstrates knowledge or experience in human resources management software/Workday                                              
3. 9. Demonstrate effective and stable interpersonal relationship with internal and external parties
4. 10. Formal training in human resources or another business-related field
5. 11. Fluent in English. Proficiency in a second language would be an advantage.

1. Min 5 years related experience in a computerized accounting/human resources environment preferably within a Data & Ops or human resources function
2. Demonstrate knowledge of basic office procedures, basic human resources function, typing and keyboarding

PERSONAL SKILLS

1. 1. Manage time and prioritize a multitude of concurrent tasks and phone calls, while ensuring deadlines are being met
2. 2. Utilize excellent verbal, written and inter-personal communication skills to establish and maintain a good rapport with co-workers, supervisors and Business Units
3. 3. Familiarity with Microsoft Office required, esp excel
4. 4. Strong process and systems skills
5. 5. Proficiency with numbers and strong attention to detail
6. 6. Strong interpersonal, and verbal and written communication skills
7. 7. Strong organization and follow-through skills

HR Consultant – Night Shift

We are recruiting for a new business operation based in Jhb to service an international client. This is a night shift opportunity.

Are you ready to take the next step in your career?

The HR Consultant is responsible for maintenance and implementation of HR Policies and Procedures, recruitment and selection, advising on HR matters, general admin, staff induction and termination process and overall people support to Operations.

What would make you a good fit for this role?

Requirements:

• Completed or studying towards an HR diploma/degree
• Minimum 2-3 years, HR experience
• Knowledge of LRA ▪ Knowledge of BCEA, SDA

What you'll be doing

Recruitment

• • Screens CV's to select applicants meeting criteria
• • Co-ordinates and facilitates the interview process including logistical requirements
• • Assesses suitability of all candidates for temp + perm roles
• • Provide feedback on applicants selection outcome

Induction and Orientation

• • Conducts induction training for all new employees
• • Train all new employees on performance management systems (PDS) / ESS
• • (incl. claims / leave / payslips etc.)
• • Provides orientation template to line manager and follows up on completion
• • Maintains attendance registers for all training / communication sessions
• • Assumes accountability for own knowledge and skill level for HR systems

Administration

• • Submits all completed on-boarding "new starter documentation" and termination
• • documentation to Central HR admin and payroll timeously
• • Maintains employee filing system
• • Payroll query resolution as and when they occur
• • Updates Business Unit org charts monthly
• • Maintain positive and professional relationships with management and staff
• • Conducts audits on Shift allowance / leave / overtime etc. and reports on any outof-line situations
• • Effects salary increases change letters to payroll
• • Completes monthly HR admin and reporting as required

Industrial and Employee Relations

• • Advises on and implements Disciplinary processes as required and in accordance with the law
• • Represents the company at DE's, ensuring all procedures are adhered to
• • Takes minutes at DE's
• • Ensures employee satisfaction surveys rolled out as and when required
• • Co-ordinates the wellness day initiative with service provider
• • Tracks recognition mechanisms to ensure legal compliance from paye perspective
• • Provides basic advice and guidance to line management on the application of HR policies and processes

Special Projects

Completes various projects as required from time to time

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.

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