Merchants Recruitment Listings

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

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment

Minimum Requirements:

Minimum 4 years of operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment

Understanding of Call Centre operations in terms of how people and technology work together for business optimisation

Management-related qualification

What you'll be doing

Operations Management

Manages operational costs through effective resource management

Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.

Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements

Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols

Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner

Ensures consistency and standardisation with the client’s other operations

Client Engagement

Maintains positive client relationships and alerts management to operational delivery issues.

Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

People Management

Coaches to ensure a full understanding of consequences of errors

Creates an environment that fosters team work and co-operation amongst team members

Ensures appropriate staffing and action accordingly

Selects and places candidates in terms of agreed recruitment and selection process

Training and Development

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

Looking to grow your career in a dynamic environment? We’re seeking an experienced leader to manage and support Team Leaders across our business unit.

Role Purpose
Lead Team Leaders to ensure operational performance metrics are consistently met.

Key Requirements
• Minimum 2 years as a Team Leader
• Experience in contact centre metrics and reporting
• Able to lead both customer service and sales teams
• Willing to work in a shifted environment

Responsibilities

🔹 People Management
• Coach, mentor, and manage Team Leaders
• Oversee daily performance and development plans
• Conduct performance reviews and maintain HR compliance

🔹 Customer Relations
• Resolve escalations and ensure service meets contractual expectations
• Participate in calibration sessions

🔹 Reporting & Administration
• Analyse and report business data
• Improve reporting tools
• Monitor adherence and absenteeism
• Ensure smooth onboarding and time sheet accuracy

French Call Centre Team Leader – Take the Next Step in Your Career!

Are you ready to lead a team to success? We’re looking for a skilled Call Centre Team Leader to manage daily operations, drive performance, and ensure excellent service delivery.

Requirements:

• 1 year Call Centre experience
• 6–12 months Team Leader/Supervisory experience
• Fluent in French and English
• Willing to work shifts

Key Skills:

• Customer service & communication
• Coaching & teamwork
• Problem-solving & attention to detail
• Call Centre technology expertise

Responsibilities:

• People Management: Coach, support, and oversee team performance
• Communication: Deliver briefings, provide feedback, and relay business updates
• Administration: Approve timesheets, maintain performance records, and compile reports

If you're ready to take charge and make an impact, apply now!

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 organizing
• 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?

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

Training

• Delivers induction, product, systems, and customer experience training to agents
• Deliver refresher training as required
• Creates a training environment conducive to providing the best possible learning experience
• Ensures completion of learning assessments and provides relevant feedback

Quality Evaluations

• Monitors and evaluates agent’s client interactions against the agreed methodology.
• Identifies areas of strength, development, and process improvements.

 Coaching

• Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system

 General

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

Administration, Record Keeping and Reporting

• Accurately record training and coaching interventions
• Provides feedback on training material updates required
• Provides quality reports per the business unit requirements

Requirements

• Matric or equivalent NQF
• 12 months contact centre experience.

Additional Requirements
Experience in Training environment
Experience in Quality environment

Are you ready to explore a new opportunity!

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!

REQUIREMENTS:

Min 6 months contact centre experience essential

6 months customer service experience required

Experience in the Travel or Tourism industry is advantageous

6 months aviation experience

Previous Sales experience is advantageous

Must have Amadeus knowledge

Must have matric

1 Year Diploma in Travel/Tourism/Hospitality or Service

Shift/working hours - 06:00 - 22:00

8 hours shift per day

Able and willing to work rotational shifts

Speaks English, Zulu, Sotho

Based in Soweto & JHB CBD

Are you ready to explore a new opportunity!

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
• 12 months customer service experience required
• Strong command of the English language.
• Able and willing to work rotational shifts
• 8 Hour shift including 1 hour lunch break (8-hour productive shift)
• Saturday, Sunday and Public Holiday
• 5-DAY SHIFT ROTATION (8am to 8:30pm) within those parameters
• 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 PC’s 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.

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!

Purpose of Role
To deliver customer services within the BPO industry, inspiring confidence in their ability and confidentiality of customer information being dealt with.

First point of contact customers; taking inbound and/or outbound calls for, among other things, responding to customer enquiries, handling product requests, customer contact fulfilment, handling customer complaints and claims, and processing documentation, where relevant.

Experience Essential
6 months Customer Service

Skills Essential
Computer Literacy,

Excellent English proficiency in speech and writing,

Multi-Tasking ability,

Working knowledge of Microsoft Excel, Word and Outlook,

Typing Speed 25wpm,

Experience Preferential
12 months contact centre.

Education:

Matric Certificate/NQF L4

Work With The Best

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.

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!

Client/Customer Experience:

• Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards (where applicable).
• Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
• Responds to all customers with willingness and appropriate tone and language
• Ensures follow-up action is taken when necessary and provides feedback to the customer.
• Ensures own product, system, process and policy knowledge is current.

Operational Excellence:

• Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities.
• Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks.
• Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work.
• Brings any out-of-line situations to the attention of management, including equipment failure.
• Captures all customer details and data relevant to the call or service intervention efficiently and accurately.
• Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements
• Resolves all customer queries within acceptable time frames
• In a sales environment, to meet and exceed sales, productivity and customer satisfaction targets, as well as any other performance target.

Requirements

• Matric/NQF equivalent
• 6 months Contact Centre experience or 6 months customer service experience
• Navigation of a PC & Windows application
• MS Excel & Outlook Numeracy – addition & subtraction, formula for calculating %
• Fluent in English and another official South African  language preferably Afrikaans, isiZulu, seSotho
• Able and willing to work rotational shifts
• General understanding of the NCA   
• Valid driver’s license (advantageous)

We're Hiring: Call Centre Agent

Are you passionate about delivering outstanding customer service? Do you enjoy fast-paced environments and solving real customer problems?

We're looking for energetic, tech-savvy individuals to join our team as Call Centre Agents

What You’ll Be Doing:

• Deliver first-contact resolution and end-to-end service via multiple customer channels
• Assist with billing, SIM swaps, device support, and connectivity queries
• Guide customers through digital channels and self-service tools
• Deliver service excellence while meeting performance and quality targets
• Handle queries related to billing, connectivity, lost/stolen devices, SIM swaps, and more

Minimum Requirements:

• Matric / NQF Level 4 qualification
• At least 12 months of Customer Service experience (Call Centre/Telecoms/ISP preferred)
• Strong command of English (Zulu, Sotho, Afrikaans advantageous)
• A genuine passion for helping customers and solving problems
• Excellent written and verbal communication
• Ability to multitask and stay calm under pressure
• Strong customer orientation with attention to detail

What You’ll Gain:

• Hands-on training and continuous development
• A supportive, goal-driven team culture
• Opportunity to work with leading technologies in the customer service space