Merchants Recruitment Listings

Become a CX Champion as Our New Associate

Do you have a passion for training, coaching, and elevating customer service quality? We're looking for a CX Associate to shape agent performance through dynamic training, impactful coaching, and thorough quality reviews.

What’s in it for you:

• Be the go-to expert for new hire readiness and ongoing performance
• Gain exposure to training, facilitation, coaching, and CX strategy
• Enjoy an engaging, fast-paced team environment
• Opportunity to grow into senior CX, training, or quality roles

What the role involves:

• Facilitate induction, product, and system training for new agents
• Deliver refresher sessions and OJT (on-the-job training)
• Conduct quality evaluations on client interactions
• Provide one-on-one coaching to develop agent performance
• Record and report on training, quality, and coaching outcomes
• Support floor walking and drive engagement during ramp-up phases

What you need to succeed:

• 12+ months experience in a contact centre environment
• 6+ months CX experience 
• Passion for training, people development, and customer excellence
• Strong communication and facilitation skills
• Ability to evaluate calls and provide actionable feedback
• Eye for process improvement and detail

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 ensure that the day to day management of a CX team is in line with CX deliverables according to SOW’s & OLA’s.

1. Service delivery

• Ensure that the planning, administration and logistics to deliver CX activities ensures timeous and effective delivery of outcomes as agreed with CX manager.

• Planning of annual training schedules based on business
• Execution of the operational & statutory training and measurable achievement of learning outcomes
• Ensure Training, Quality & Coaching compliance with standards as prescribed by PBS
• Ensures team members’ knowledge of the business product, systems & processes is current, relevant and up to date.
• Ensure facilitation skills and material are delivered to the required standards

2. Collaboration and Optimization

• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Working collaboratively with the CX Manager and analysts to provide information/data, raise triggers and make recommendations for improvement accordingly.

3. Governance, Compliance and Best Practice

• Ensures that the standards of the Merchants Quality, Learning & Coaching Management Frameworks are complied with and delivered effectively within the Business.
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the CX associates to ensure compliance with acceptable standards of customer service

4. Escalations

• Ensures disputes and complaints from operational teams are investigated, responded to and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

5. CX Reporting

• Delivers data to meet CX, and the Business Unit requirements and timelines & deadlines

6. People Management

• Provide leadership and guidance to payroll administrators
• Coaches to ensure an understanding of consequences of errors
• Ensure teamwork and co-operation within the team
• Communicate Merchants objectives and alignment of the department to the objectives
• Enforce compliance to company policies, procedures, and legislation
• Development of staff to ensure best practice standards and knowledge of relevant legislation
• Ensures performance reviews are completed
• Identify poor performance and actions appropriately.

Requirements

• Minimum 1 or 2 years CX experience
• Experience of Training environment
• Experience of 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!

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
• 6 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.
• Based in Randburg