Merchants Recruitment Listings

Role Overview

As a Call Centre Agent (Customer Service Representative), you will serve as the first point of contact for customers, representing the company in a professional and customer-focused manner. We are looking for individuals who are passionate about resolving customer issues, answering queries, and delivering exceptional customer service with care and professionalism. In essence, this role is about making every customer interaction positive and memorable.

Purpose of the Role

• To provide efficient, professional, and confidential customer service within the BPO industry.
• The role involves handling inbound and/or outbound calls, responding to enquiries, assisting with product requests, managing complaints or claims, and processing relevant documentation while ensuring a high standard of customer satisfaction.

Experience (Essential)

• Minimum 6 months’ Customer Service experience (preferably within hospitality, retail, banking, insurance, or other customer-focused environments).

Skills (Essential)

• Excellent English proficiency (spoken and written).
• Computer literacy with working knowledge of Microsoft Word, Excel, and Outlook.
• Typing speed: Minimum 25 words per minute.
• Ability to multi-task effectively in a fast-paced environment.
• Strong attention to detail and customer service orientation.

Education

Matric Certificate / NQF Level 4 (minimum requirement).

oin 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 Customer Service 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 Call Centre & Customer Service 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..

Background Checks

• Clear credit and criminal record required.

Now Hiring: French-Speaking Agents – Banking, Fraud & Disputes 🇫🇷🇨🇦

Are you fluent in French and passionate about delivering exceptional customer experiences? Join our team supporting a leading Canadian digital banking brand.

You’ll be helping customers with everyday banking, handling fraud investigations, and managing transaction disputes, all while working in a fast-paced, customer-first environment aligned to Canadian business hours.

Key Responsibilities:

• Assist French-speaking customers with their Account and Mastercard services
• Investigate and resolve fraud claims and payment disputes
• Provide accurate, empathetic banking support across phone, email, and chat
• Document cases clearly and follow all compliance and data security protocols
• Escalate complex cases when needed and collaborate with internal fraud teams

Requirements:

• Fluent in French and proficient in English
• 6–12 months of customer service or call centre experience (banking or financial services a plus)
• Strong attention to detail, problem-solving, and data accuracy
• Able to remain calm and professional in sensitive or high-stress situations
• Comfortable using multiple systems and digital tools

What You’ll Get:

• Join a reputable, growing team supporting a major Canadian brand
• Full training and onboarding provided
• Opportunities for career growth in financial services
• Work in a diverse, bilingual, and inclusive environment

Seniority Level

• Associate

Industry

• Telephone Call Centers
• Banking

Employment Type

• Full-time

Job Functions

• Finance
• Customer Service

Skills

• Fraud Investigations
• Financial Transactions
• Attention to Detail
• Financial Services
• Problem Solving
• Fraud Claims
• French
• English
• Dispute Resolution
• Banking

Screening questions

Required qualifications

• What is your level of proficiency in French?Ideal Answer: Minimum: Native or bilingual
• What is your level of proficiency in English?Ideal Answer: Minimum: Conversational
• Are you legally authorized to work in South Africa?Ideal Answer: Yes
• Do you have at least 6 months of experience in a call centre or customer service environment?Ideal Answer: Yes
• Are you able to work shifts aligned to Canadian business hours (including possible evenings/weekends)?Ideal Answer: Yes
• Have you worked in banking, financial services, or fraud/disputes before? (Nice to have, not mandatory)Ideal Answer: Yes
• Are you comfortable handling sensitive customer information and following strict compliance protocols?Ideal Answer: Yes

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

Fluency in French and English will be an added advantage.

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

Banking Call Centre Agent 

About the Role

Join our dynamic team delivering world-class customer service for a leading international bank. As the first point of contact for US-based customers, you will handle inbound calls, respond to account and loan inquiries, manage service requests, resolve complaints, and build strong customer relationships.

Your role will require listening, problem-solving, and navigating multiple systems to deliver solutions quickly, accurately, and with empathy.

Key Responsibilities

• Engage in professional conversations to understand customer needs.
• Ask relevant questions to identify the root cause of issues.
• Use banking tools and systems to process requests and provide accurate information.
• Handle service-related concerns, complaints, and account queries.
• Upsell and cross-sell relevant products where appropriate.
• Maintain confidentiality and accuracy in all customer interactions.

Minimum Requirements

Education:

• Matric / NQF Level 4

Experience:

• At least 6 months’ customer service experience
• Contact Centre experience advantageous
• Clear Credit, criminal, and fraud checks
• Education verification (NQF Level 4)

Skills Required:

• Computer literacy (MS Excel, Word, Outlook)
• Typing speed: 25 wpm @ 85% accuracy
• Internet navigation skills
• Mathematical literacy
• Excellent English (spoken & written)
• Strong multitasking ability
• Attention to detail, resilience, logical thinking, and problem-solving
• Cultural awareness and rapport-building skills
• Ability to upsell and cross-sell products

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..

Background Checks

• Clear credit and criminal record required.