Merchants Recruitment Listings

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

Acting CX Associate experience

Experience in Training environment

Experience in Quality environment

Must be on a PDP

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 and French 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.

JOIN OUR TEAM AS A SALES REPRESENTATIVE 

ABOUT THIS ROLE 

International Client 

Night Shift Role 

Door to Door Transportation to be provided 

Lucrative Salary

Requirements 

6 Months Outbound Sales 

Matric Certificate or NQF Level 4

South African Citizen

Great Communication Skills 

Dynamic Customer Centric people

Computer Literacy 

Are you looking to kick start your career in February 2026? We have the perfect opportunity for you.

REQUIREMENTS

6 Months customer service experience within contact centre or retail stores 

Matric certificate or NQF Level 4

South African Citizen

18 - 34 (Youth)

About the role:

International campaign

Great Communication Skills

Dynamic Customer centric people

Computer Literacy

Night Shift

Door to Door transportation to be provided.

About the training:

6 weeks paid training.

A certification received after completing training 

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 manage and develop a central data source for Business Intelligence across Merchants.

1. 1. System development and management

• Plans and develops a single automated platform for all Business Intelligence across Merchants.
• Analyzes business requirements and ensures the database platform is stable, functional and available
• Equips all operations to utilize the system and interpret the information it provide
• Documents all system processes, policies and procedures related to databases and statistical information ensuring standardisation across Merchants

1. 2. Reporting

• Develops and automates reports that indicate the Merchants organisations performance
• Creates reports which facilitate decision-making for Merchants
• Facilitates the process of information analysis and report development for the Business units
• Identifies best practices in report design and automation
• Researches business intelligence tools that are appropriate for Merchants
• Provides business intelligence support to enable Business Improvement

1. 3. People Management

• Leadership
• Leads by example in living the values of the organisation
• Ensures the department is fully equipped to handle the work load and distribute work flow
• Coaches to ensure a full understanding of consequences of errors
• Creates an environment that fosters team work and co-operation amongst team members
• Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
• Communicates effectively, building and maintaining relationships
• Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
• Attraction & Selection
• Ensures appropriate staffing and action accordingly
• Identifies need for creation of position and forward recommendation to direct manager and HR
• Selects and places candidates in terms of agreed recruitment and selection process
• Retention
• Develops and empowers people, recognizing and rewarding value-added performance
• Training and Development
• Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

• Monitors implementation of training needs as per individual development plans
• Career Pathing and Succession Planning
• Identifies, manages and develops talent
• 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

Requirements

• B.Comm Information Systems or BSc Computer Science
• 5-8 years Business Intelligence design experience including 2 yrs Data warehousing automation experience and 3 yrs SQL experience

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 provide accurate reports for operations and control the quality of delivery to Business Units. This position also conducts analytics to advise on process information and functionality.

1.Database and Report Management
•Identifies relevant sources of data from which to draw information
•Agrees specification format with stakeholders
•Gathers and collates information into a report and ensures accuracy
•Ensures accuracy of exception capturing and real time reporting
•Setup and design reports accordingly to stakeholder requirements
•Document MI SOP for all supported Business Units
•Ensure MI Administrators are suitably skilled on designed reports, and handover management of MI SOP
•Clearly documents stakeholder requirements for new/amended report requirements
•Extracts data into correct format from SQL / Other data sources
•Provides recommendations to stakeholders on effective data capturing and storage to ensure timely delivery of reporting
•Conducts ongoing monitoring of data sources to ensure efficient delivery of data to stakeholders
•Manages and maintains the daily delivery and validation of operational reporting for various business units
•Designs operational report requirements in Power BI for the relevant Business Units
•Attends meetings and act as the interface between the Data Engineer and Data Analysts, effectively communication changes and issues that need to be addressed

2.Stakeholder Management
•Attends stakeholder meetings as required, provides feedback on progress and recording issues that need attention
•Provides feedback to BI Team on areas of concern that need focus
•Effectively communicates changes/updates to all stakeholders as applicable
•Provides direction to stakeholders on required reporting within the context of Enterprise Information Platform
•Effectively communicate and work with the Data Analysts and Data Engineers to design new data requirements that fall outside of the currently available dataset

3.Analysis
•Interprets data to identify trends and risks
•Explores and identifies reasons for trends
•Analyses and documents business processes, including recommendations for improvement against the identified weakness
•Provide trend analysis and recommendations to relevant stakeholders as applicable

4.Data Security
•Maintains data standards in accordance with business requirements, Dimension Data and Merchants policies and the data protection legislation
•Works in accordance with the security information requirements and procedures of the company
•Controls access to databases environments through permissions and privileges

Requirements
•2 years Information Management experience, preferably in a Call Centre
environment
•Understanding of databases and data frameworks
•Proficiency in excel advanced
•Proficiency in SQL Scripting and SQL Server
•Proficiency in SQL Server
•Proficiency in SSIS/SSMS
•MS Power Query Advanced
•Min of 2 years MS SQL experience
•Database Design