Merchants Recruitment Listings

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, IsiZulu and Sesotho 
• 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
• 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.
• KZN

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

Must have Matric/NQF L4

Min 6 months call centre experience

Previous Call Centre, Retail, customer facing experience highly recommended

Speaks English

Able and willing to work rotational shifts

Oral and Written Communication

Business writing chat skill required

Customer Service Orientation

Attention to Detail

Problem Solving

Adaptability

Resilience

Able and willing to work rotational shifts

Based In Western Cape - Woodstock

English-Speaking Customer Experience Agents

Ready to turn your communication skills into a powerful career move? Join a high-performing team supporting a top Canadian digital banking brand—where every interaction matters and your growth is a priority.

Key Responsibilities:

• Be the trusted voice for customers managing their accounts & Mastercard services

• Investigate fraud cases and resolve transaction disputes with precision

• Deliver outstanding support via phone, email, and chat

• Handle sensitive situations with empathy, professionalism, and confidence

• Work closely with fraud and internal teams to solve complex issues

Requirements:

• Fluent in English with strong communication skills

• 6–12 months experience in customer service or call centres

• Detail-driven with strong analytical thinking

• Calm under pressure and solution-focused

• Digitally confident and quick to learn new systems

Why You’ll Love It Here:

• You’re not just answering calls—you’re protecting customers

• Solve real problems and make a meaningful impact daily

• Build trust and grow your professional skillset

• Structured onboarding to set you up for success

• Real career progression opportunities

• Inclusive, diverse, and people-first culture

• Stable schedule aligned to Canadian business hours

Apply today and step into a role where your skills, voice, and ambition truly matte

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/ chat 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/ NQF Level 4 or Grade 11/ NQF Level 3.
• 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 6 months Customer service/sales experience 
• 12 Months Customer Service experience. 
• Previous international call centre experience for at least 6-12 months highly advantageous.

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 11 or NQF Level 3.
• 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 6 months sales experience.
• 12 Months Customer Service experience. 
• Previous international call centre experience for at least 6-12 months highly advantageous.

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

Key Performance Areas

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

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 position is to monitor schedule adherence, identify schedule inefficiencies and flag operational service level risks.

1. Adherence Monitoring

• Monitors daily absenteeism.
• Monitors non-adherence and communicates out-of-line situations
• Identifies issues that may impact the site’s ability to meet service levels in real time
• Reviews performance across skill sets and recommends real time changes that will improve site performance

2. Reporting and administration

• Accurately captures exceptions and real time reporting
• Produces accurate daily Workforce Management performance reports to various levels of management covering all areas of the business
• Produces daily and weekly Absenteeism Reports
• Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

Requirements

• Matric or equivalent
• 2 years Agent experience
• Understanding of ACD reporting
• MS Excel – intermediate

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:

• Fluent in French and English 
• 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 Customer Support Engineer is responsible for providing 1st line support for all incidents logged and to meet SLA’s to ensure that the appropriate action is taken within the scope of work of the role.

1. Query Resolution

• Develops and maintains a professional working relationship with the client on behalf of Merchants.
• Resolves all calls logged, relating to telephony, conferencing and desktop issues ensures work is completed within SLA.
• Resolve level 1 system and network issues within SLA
• Escalate level 2 system and network issues to relevant parties
• Escalates calls to the relative parties.
• Confirms Call resolution with client before resolving of the call on the IT Service Management System.
• Retrieves calls emanating from the Business unit on NICE platform or other voice loggers where applicable.
• Investigates and reports on incidents relating to server, desktop and telephony queries and systems.

•  Liaises with 3rd party vendors and 2^nd line support to resolve escalations problems and queries.

2. Standard Adherence

• Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.

• Comply to Merchants accepted ITIL based Industry best practices.

3. Administration

• Complete daily morning checks on all managed information technology platforms and systems  working towards consistent availability
• Maintains service and quality levels according to Merchants’ business standards, processes and procedures.
• Documents Standard Operating procedures and Work Instruction processes relating to Merchants and client specific systems.
• Manages the client’s expectations with regards to break-fix calls and service requests.

Requirements

• Minimum 3 years related work experience
• Technical Troubleshooting
• MCITP: Enterprise Desktop Administrator and or Support Technician on Windows 7 : preferred.
• Any experience in Avaya, and NICE would be an advantage. (This is advantageous as training will be provided)
• Mac experience an advantage
• A+ and N+ an advantage
• MCSE & CCNA an advantage

Join Our Team as a Debt Collections Agent – Automotive Banking Industry 

Are you passionate about delivering excellent customer service and building a rewarding career in the banking industry? We’re looking for motivated individuals to join our dynamic Debt Collections team, providing exceptional service to clients while maintaining accuracy and professionalism.

Purpose of the Role

To deliver outstanding customer service within the automotive banking sector by recovering overdue accounts, maintaining accurate records, resolving discrepancies, and ensuring a positive client experience.

Minimum Requirements

Education:

• Matric / NQF Level 4 (essential).

Experience:

• Minimum 12 months of Debt Collections experience, ideally within banking or early-stage collections.

Skills & Competencies

• Technical proficiency: Confident using computers, navigating the internet, and working with MS Excel, Word, and Outlook.
• Communication: Excellent verbal and written English skills.
• Adaptability: Strong multitasking ability and attention to detail.

Working Hours & Shifts

• Rotational night-shift environment (24/7/365) aligned with US hours.
• Based in Sandton/Alexandra

Background Checks

• Clear credit and criminal record required.