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

Experience in Training environment

Experience in Quality environment

Must be willing to work in a shifted environment (International Must have own transport or residing within a 26km radius within the following catchment areas (Randburg, all of Sandton/ Alexandra \ parts of Midrand and Jhb CBD is covered)

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

Team Leader 

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 

• 6 – 12 months Team Leader/Supervisory experience 

• International call centre experience advantageous  

 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 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.

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

Requirements

• 1 year Call Centre experience
• 6-12 months Team Leader/Supervisory experience
• Fluency in both French and English

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

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

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?

What you will be doing;

The purpose of the role is to understand our customers and how best to serve them, relevant to the market and current market trends, through training and quality management systems and by
implementing best practice methodologies.



Service delivery
• Ensures provision and achievement of all operational training requirements
• Ensures that all statutory training and reporting requirements are met
• Establishes monthly and annual training schedules based on business requirement and within resource availability and ensures compliance
• Establishes facilities standards for training delivery and ensures standards are met
• Establishes and implements all relevant policies and procedures for CX delivery
• Ensure that training days are scheduled and that the administration and logistics relating to these learning interventions are completed prior to its implementation
• Ensure Training Needs Analysis are conducted following the Merchants methodology
• Defines and develop customized programmes based on the needs they have identified
• Responsible for timeous and effective delivery of CX, product, process, systems, and behavioral training to operational and support employees
• Ensures team members’ knowledge of the business product, systems & processes is current and relevant
• Observe Facilitation and review Material to ensure delivery to the required standards
• Developing, executing, implementation, measuring and review quality improvement strategies through robust root cause problem solving and focused action management
• Verifying Quality Metrics, drive achievement of goals and trigger containment and corrective actions
• Manages delivery of customer experience programs by analyzing data to identify key priorities and aligns, training, quality program and other corrective activities to assess and address identified area

Collaboration and Optimization
• Collaborates with stakeholders to determine training requirements and priorities
• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Meets with the Operational Management team at a minimum once a month to provide feedback on quality performance, trends and focus areas
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Enhance Customer Success quality management system, informed by best practices and in
collaboration with BPS
• Working with the Operational teams, and the clients to understand data and customer needs to ensure customer experience is enhanced throughout the process and training initiatives
• Collaborates with Operations and the People Development team to ensure that competence gaps are filled.
• Identifies trends and common challenges, collaborate with peers, and makes
recommendations for solutions

Governance, Compliance and Best Practice
• Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Business and in alignment to best practice as governed by the COE
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the customer experience team to ensure compliance with acceptable standards of customer service

Escalations
• Ensures disputes and complaints are effectively investigated, managed and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

CX Reporting
• Review and analyze customer experience feedback and performance metrics, such as customer
satisfaction and NPS, identify training and other improvement opportunities and report on insights
and recommendations.
• Develops and delivers reports to meet CX, the Business Unit and Client requirements and timelines
• Identifies, establishes and conducts reporting and analysis on Business interventions, using
methodology in line with the COE and Merchants best practices, showcasing pre- and postassessment methodologies and ROI models.
• Track progress made in the implementation of recommended and actions.

• 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
  • Ensures appointments are in line with EE targets / strategy
  • 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
  
  
  Knowledge
  
  
• Minimum 4 years CX experience
  
• Experience of Training environment
• Experience of QA environment

Join our vibrant and youthful Customer Services team as a WFM Scheduler! 

We’re on the hunt for a confident, proactive individual with at least 6 months of experience in workforce planning, scheduling, or forecasting.

 What You’ll Do:

1. Workforce Planning
• Completes Agents schedules within agreed timeframes and in line with call volume,
Average Handling Time and shrinkage forecasts
• Administration of extra-time as governed by scheduling process
• Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities
and overtime
2. Monitoring
• Checks staff coverage and reporting staff shortfalls to operations
• Monitors absenteeism trends and flags anomalies
• Briefs Operations Management on recommended service level risk mitigation plan
• Reviews performance across skill sets and revises schedules and forecasts to improve site
performance
3. Reporting and Administration
• Provides relevant Workforce Management reports as per operational requirements
• Ensures accuracy of exception capturing and real time reporting
• Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis

What We’re Looking For:

• Minimum 12 months experience in workforce scheduling/planning/forecasting
• Matric/ NQF level4
• Proven ability to communicate effectively and drive improvements
• Experience in BPO or telecommunications industries (advantageous)
• Strong Excel skills and knowledge of workforce tools such as Verint, Shiftmate/ Qstory, Amazon Connect/ AWS
  
• Team player with a bold voice—someone who engages, challenges, and contributes

Why Join Us?

• Energetic, supportive, and innovative team culture
• Opportunities for professional growth and internal mobility

Apply now and shape the future of workplace

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
• Financial Service or Banking experience
• 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

Position Overview:

As a Call Centre Agent (Customer Service Representative) for Sign Language, you will be a leading Brand Ambassador serving as the first point of contact for Sign Language 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 & Sign Language Certificate
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Speaks English
• 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.
• Johannesburg