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?

To implement current and future orientated learning strategies in line with the company’s vision and business objectives.

1.Training Management
•Ensures the implementation and correct use of learning and assessment plans, lesson plans, assessment tools and course materials as published in its public folders
•Establishes, maintains and reviews profitable and viable external training partnerships to generate income and deliver training opportunities against pre-determined agreements
•Takes responsibility for managing national resources such as training facilities and regionally deployed facilitators
•Extracts the necessary data required for monthly reporting and contribute to the analysis of this data, measuring the various elements of the learning program and preparing it for presentation to the relevant forums
•Evaluate the impact of training on productivity and performance and report on the return on investment of learning and development interventions at the relevant forums
•Collaborates with Business Units and functional areas to ensure all defined training requirements are met
2.Training Standards and Compliance
•Ensures provision and achievement of all training requirements against the WSP
•Ensures that all statutory training and reporting requirements are met
•Establishes annual training schedules and ensures compliance
•Gains agreed sign-off of training schedule with all relevant stakeholders
•Establishes facilities standards for training delivery and ensures standards are met
•Establishes and implements all relevant policies and procedures for Training and Development
3.Design and Content Development
•Develops effective induction and onboarding programs
•Advises on the development of products and training services through consulting and designing interventions
•Responsible for understanding the combined learning requirements in the organization to create a learning strategy that will address these needs in the short, medium and long term
•Contributes to the development of new education service offerings that support the sales effort
•Identify training needs and designing new programs or customizing existing programs to meet these needs
•Defines the requirements for and researches the necessary learning programs and learning solutions.
•Manages the learning collateral development process from inception to completion, ensuring quality throughout the process
•Deploys learning solutions and track learning effectiveness in line with well-defined success criteria
•Ensures the definition and co-ordination of customized programs based on the needs identified and liaise with external providers to source the relevant programs required
•Ensures that the digital skills development platform is positioned competitively against the rest of the industry
4.Financial Management
•Inputs into the annual budget to meet the required targets and develop a strategy for income generation and expenditure to achieve budget
•
Maintains effective control of the business according to financial and operational metrics as determined during the budgeting process
•Manages costs by ensuring optimal resource utilization and develop, refine and co-ordinate efficient services delivery and operations processes
•Ensures that clients are billed according to the planned charges and ensure compliance to the procedure to purchase processes within the business
•Manages month-end reporting and apply for and manage funding and grant opportunities to meet budget and operational targets
•Manager tracks the cost of learning programs and ensures that they are in line with the agreed budget
5.Continuous Improvement
•Reviews and continuously improves the training services, ensuring it remains current and underpins the effective operation of the business
•Ensures a consistently high quality of training, services, and information for clients, participating in audits and implementing improvement items identified
•Ensures the clarity of roles and responsibilities with all employees and compliance to operational processes
•Manages the co-ordination of all regional training activities to meet commitment to courses, capacity building, financial stability, and effectiveness of the training department
•Ensures efficient management of day-to-day operations
6.People Management
•Leadership of Direct Reports
oLeads by example in living the values of the organization
oEnsures the department is fully equipped to handle the workload and distribute workflow
oBe an active part of corrective action for direct reports to ensure those correcting fully understand errors and consequences
oCreates an environment that fosters teamwork and co-operation amongst team members
oCreates awareness of Merchants strategic objectives and their alignment to the department and company objectives
oCommunicates effectively, building and maintaining relationships
oEnsures consistent compliance to company policies and procedures, corporate governance, and relevant legislation
•Attraction & Selection of Direct Reports
o
Ensures appropriate staffing and action accordinglyo
Identifies need for creation of position and forwardrecommendation to direct manager and HR
oEnsures appointments are in line with EE targets / strategy
oSelects and places candidates in terms of agreed recruitment and selection process
•Retention of Direct Reports
oDevelops and empowers people, recognizing and rewarding value-added performance
•Training and Development of Direct Reports
oContinually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
oMonitors implementation of training needs as per individual development plans
•Career Pathing and Succession Planning of Direct Reports
oIdentifies, manages and develops talent
•Performance Management of Direct Reports
oSets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs
oEnsures bi-annual performance reviews take place with direct reports
oIdentifies poor performance and takes corrective action
7.Training Material and Administration
•Manages the administration of various training online systems
•Ensures continuous content development to keep the business current in all spheres
•Reviews and updates training processes
•Develops and delivers weekly and monthly reporting as required - Manages reporting, administration, and Database management of all company training

Requirements
•Minimum 8 to 10 years training experience with an additional 5 years in Training and Development management
•Experience in a Call Centre environment.
•In-depth knowledge of all legislation pertaining to Skills Development, namely SDA, SAQA, NQF, QCTO

Additional requirment
Must have relevant qualification

Finance  Call Centre

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 12 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
• Based in Centurion

WE ARE HIRING: Soft Sales / Telesales Agent (Medical Industry)

Are you an energetic communicator with experience in telesales or soft sales within the medical industry? Join our growing team and help us deliver exceptional service to clients across international markets.

✨ Requirements:

• 6–12 months Soft Sales or Telesales experience (Medical industry experience advantageous)
• Matric / NQF Level 4
• Strong communication and rapport-building skills
• Ability to work international hours
• Target-driven, professional, and customer-focused
• Ability to learn product knowledge quickly

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

Bilingual Customer Care Agents (English / French) 

Are you fluent in English and French and passionate about delivering exceptional customer experiences? In this role you will provide exceptional support to customers by assisting with account access, claims inquiries, and general administrative updates — ensuring every interaction delivers a seamless and professional experience  

Responsibilities 

Provide support via inbound calls, email, and chat

Assist with password resets, online registrations, and account updates

Deliver accurate solutions to customer queries in a professional manner

Guide customers on benefits, claims, account information, and retirement services

Use multiple systems while maintaining high-quality service standards

Minimum Requirements 

Matric / NQF Level 4 (SAQA accredited)

Legal right to work in South Africa (South African citizen, permanent resident, or valid work permit/visa)

Fluent in English and French (minimum CEFR B2 level)

12+ months Customer Service experience plus 6+ months Call Centre experience

Experience in Financial Services, Banking, Insurance, Retail, or similar environments (advantageous)

Typing speed of 30 WPM+

Strong computer literacy and multitasking ability 

What We’re Looking For 

Customer-focused individuals

Strong, confident communicators

Resilient and adaptable professionals

Ability to thrive in a fast-paced environment

Strong digital literacy and multitasking skills

Banking Call Centre

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 12 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
• Based in Sandton/Alexandra

Banking Call Centre

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 12 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
• Based in Sandton/Alexandra

Collections Agent

We are looking for resilient, professional, and customer-focused individuals to join our Financial Services Collections team.

The successful candidate will engage with customers in the US market through inbound and outbound calls, assisting with overdue accounts, negotiating repayment arrangements, and providing suitable solutions in line with company policies and procedures.

This role requires strong communication skills, resilience, problem-solving ability, and the confidence to manage difficult conversations in a fast-paced, target-driven environment.

Key Responsibilities:

• Manage inbound and outbound customer interactions
• Engage with customers regarding overdue accounts and payment arrangements
•  Engage with customers regarding overdue accounts and payment arrangements
• Understand customer circumstances and identify suitable solutions
• Negotiate repayment plans professionally and effectively
• Accurately update customer accounts using multiple systems and tools
• Deliver excellent customer service while meeting quality and productivity targets

Minimum Requirements:

• Matric / NQF Level 4
• Minimum 12 months’ collections experience
• Strong communication and negotiation skills
• Computer literacy and ability to work across multiple systems
• Ability to work in a structured and performance-driven environment
• Willingness to work rotational shifts, including weekends and public holidays

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
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Speaks English, IsiZulu and Sesotho 
• 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.
• KZN

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