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

• NQF
• 12 months contact centre experience.

Additional Requirements
Experience in Training environment
Experience in Quality environment

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 provide general administrative support to the Business Area.


1. Secretarial
• Screens calls and ensures accurate and timely messages are provided
• Manages diaries
• Greets all visitors to the Business Unit
• Ensures all equipment is set up as necessary, prior to meetings
• Ensures all refreshments are appropriately organised
• Assists with all correspondence from the client

2. Administration
• Organises necessary logistics for meetings and other occasions
• Manages office stationary, supplies and place orders when necessary, managing the supplier relationship
• Completes all office filing, faxing, printing, binding, photocopying, scanning and emailing
• Makes travel arrangements when required
• Processes payments
• Types correspondence
• Manages and updates notice boards
• Takes meeting minutes
• Logs all facility queries, tracks and escalates where necessary
• Compiles necessary administration reports

3. Purchase Orders
• Processes all purchase orders accurately and timeously
• Files all POs according to recipients
• Ensures all cross charges are completed on a monthly basis
• Provides a record with all necessary payment information, including proof of payments
• Assumes responsibility for the Business Unit’s petty cash
• Captures the relevant data on the procurement system

Requirements

• Minimum matric orequivalent NQF
• Minimum 2 years secretarial experience
• Advanced MS Suite

      Additional Requirements

      Must have own transport

      Must be willing and able to work in a nightshift environment 

Are you ready to take the next step in your customer service career?
Join our dynamic call centre team as a Customer Service Representative, where you'll act as a trusted Brand Ambassador and the first point of contact for our valued customers. If you’re passionate about helping people, solving problems, and creating positive customer experiences, we want to hear from you!

What You’ll Do:

• Deliver exceptional service by understanding customer needs and offering relevant, effective solutions.
• Handle inquiries and complaints with care, empathy, and professionalism.
• Respond to complex queries with confidence, using resources provided to ensure accurate resolutions.
• Accurately document each customer interaction and follow up where necessary.
• Stay informed on all product, policy, and process updates through ongoing training.
• Maintain confidentiality and always comply with data protection guidelines.

What You’ll Need:

• Matric / NQF Level 4 (or equivalent)
• Minimum 12 months of customer service experience, preferably in an international call centre
• A strong command of English—both verbal and written
• Availability to work rotational 8-hour shifts (between 8:00 AM and 8:30 PM), including weekends and public holidays
• Fast, accurate typing skills and solid spelling/grammar
• Confident navigating systems and using PCs
• Ability to learn quickly, adapt to change, and handle sensitive customer matters professionally

What Sets You Apart:

• A passion for helping others and resolving issues with care
• Excellent communication skills and a professional, friendly manner
• A team player with a positive, can-do attitude
• Experience in retail or food service is a plus!

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.

What would make you a good fit for this role?

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

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience

Skills

• Customer service orientation
• Oral and written communication
• Planning and organising
• Problem solving
• Teamwork
• Coaching
• Technical expertise – Call Centre technology
• Attention to Detail

What will you be doing?

1. 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

2. Communication and Feedback

Conduct team briefs as scheduled by the work force management team and inline 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

3. Reporting and Administration

• Sign off Agents 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

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 administrative, organizational and secretarial duties to the Operations.

1. Secretarial Services
• Manages senior management calendar and diary commitments.
• Receives, makes, refers or finalises telephonic enquiries on behalf of
   management
• Advises on accepting/declining engagements and meeting requests.
• Answers call and handles queries, escalating when necessary
• Performs advanced typing work
• Ensures all templates are current and being appropriately utilised
• Responds to enquiries received and clarifies instructions and notes as
   per instructions.
• Files and ensures safekeeping of all confidential documents.
• Records minutes of meetings

2. Event Co-ordination
• Researches appropriate venues for events
• Produces project check list for each event and manages against these
  requirements
• Provides accurate specifications to suppliers to meet event
   requirements
• Negotiates and manages payments to suppliers
• Co-ordinates logistical arrangements for meetings.
• Works within the budget provided

3. Travel Co-ordination
• Organising complex travel arrangements, working with travel partners
   and working within a budget for Operations Director and General
   Managers

• Ensures all aspects of travel management are handled effectively and
   in keeping with budgetary and policy requirements.
• Provides support to visiting Exco members
• Ensure that travel arrangements are well coordinated.
• Prepares complex travel itineraries

4. Administration
• Manages expense claims and prepares Purchase Order Requisitions
• Keeps records of financial expenditure of senior managers.
• Monitors expenditure and alerts of possible over/under expenditure

Requirements

• 3-5 years Secretarial experience, 2 of which is for senior managers
• MS Word, Excel, Powerpoint advanced
• Project Administration

Additional Requirements

• Able and Willing to work in a night shifted environment

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

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.
• Compiles ad hoc reports as and when required.
• Analyses operational data and takes relevant action.
• Reviews current reporting tools and suggests improvements to meet the Management Information requirements of the organisation.
• Arranges log ons for new employees.
• Ensures Agent time sheets are accurately completed and timeously submitted.

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

What you'll be doing

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

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!

Purpose of Role
To deliver customer services within the BPO industry, inspiring confidence in their ability and confidentiality of customer information being dealt with.

First point of contact customers; taking inbound and/or outbound calls for, among other things, responding to customer enquiries, handling product requests, customer contact fulfilment, handling customer complaints and claims, and processing documentation, where relevant.

Experience Essential
6 months Customer Service

Skills Essential
Computer Literacy,

Excellent English proficiency in speech and writing,

Multi-Tasking ability,

Working knowledge of Microsoft Excel, Word and Outlook,

Typing Speed 25wpm,

Experience Preferential
12 months contact centre.

Education:

Matric Certificate/NQF L4

Are you passionate about developing talent and delivering customer service excellence? We’re seeking a Trainer & Quality Coach to support high-performance teams.

Your Mission

You'll be responsible for training new hires, coaching agents, and evaluating customer interactions to ensure consistent quality and outstanding service delivery.

What You’ll Do

• Deliver engaging induction, product, and systems training
• Evaluate live/recorded calls to identify improvement areas
• Provide impactful 1:1 coaching sessions
• Support OJT and floor-walking for new hires
• Maintain accurate training and coaching records
• Participate in calibration sessions and feedback loops

Minimum Requirements

• Matric (or NQF equivalent)
• At least 1 year of experience in a contact centre
• Ability to speak both French and English fluently
• Strong planning, attention to detail, and customer orientation
• Flexible to work Canadian business hours