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 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.

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

Communication and Feedback

Conduct team briefs as scheduled by the work force management team and in line 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

Reporting and Administration

Sign off Agent’s 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

Customer Satisfaction

Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback

Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate

Drive teams’ performance on systems and all metrics in accordance with the contractual obligation

Requirements

1 year Call Centre experience

6 – 12 months Team Leader/Supervisory 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 investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost and increase efficiency to address business requirements needed to optimize the business.

Process Improvement Initiatives

• Supports the identification of improvement opportunities by providing relevant data and data analysis
 •Responsible for documenting process changes/new process design and measuring process compliance within the business
• Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client’s customers.
• Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
• Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

Business Analysis
• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
• Design to-be business architectures
• Identify and design new and improved business process systems and procedures to deliver goals
• Undertake a feasibility and impact analysis of solutions identified with key stakeholders
• Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

Project Administration
• Produces relevant, useful and professional reports and communications as project updates to the business
• Provides ongoing open communication to all key functional team members
• Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
• Contributes to scoping of projects.
• Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
• Delivers project work on time and in line with the agreed standard of quality.

Reporting and Administration:
• Completes all project documents and related administration and stores to ensure currency and accessibility.
• Generate monthly and weekly or ad-hoc status reports
• Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
• Documents process changes/new process design and measuring process compliance within the business

Requirements

• At least two years in the generalist discipline
• Excellent knowledge of Call Centre metrics and operations
• Understanding of process engineering and mapping
• Applying expertise and technology
* Lean Six Sigma - white/yellow belt 


Additional Requirements
Analytical background
MS Office fully proficient

Ready to lead, inspire, and drive performance? We're looking for a dynamic Team Leader to manage a group of high-performing Agents and deliver exceptional customer service every day.

💼 What You'll Do:

• Coach and support your team to meet quality standards
• Communicate clearly and consistently
• Monitor performance and take action when needed
• Lead team briefs and feedback sessions
• Keep reports and timesheets up to date
• Resolve escalated customer queries with care
• Drive customer satisfaction through coaching and call quality

📋 What You’ll Need:

• 1+ year Call Centre experience
• Fluent in French and English
• 6–12 months in a Team Leader or Supervisory role
• Strong communication, planning, and coaching skills
• A passion for teamwork and customer service

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

The purpose of this role is to lead and manage the Team Leaders within the business unit, ensuring the operational performance metrics are met.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment.

Requirements:

• Knowledge of and experience in contact centre performance metrics and reporting
• 2 years as a Team Leader
• Fluency in both English and French

What you'll be doing

People Management

• Coaches and supports Team Leaders
• Day to day management of Team Leader performance
• Documents Team Leaders Personal Development Plans
• Regularly communicates to Team Leaders and Agents
• Develops performance promises for all Team Leaders and conducts midyear and annual reviews.
• Ensures that all Human Resources policies and procedures are observed.

Customer Relations

• Manages customer escalations and complaints.
• Ensures operational delivery is in line with contractual obligations.
• Provides input and participates in calibration sessions.

Reporting & Administration

• Provides relevant internal and external reports as per the business unit requirements.
• Analyses business data identifying and highlighting trends to the management team.
• Monitors absenteeism and adherence.

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

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