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  • Customer Support Engineer (L2)

    Merchants Recruitment

    3 weeks ago

    Pretoria, Gauteng

    This position is responsible for providing a service to internal clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems to restore service to clients managing incidents to resolution focusing on second line support.

    1. Query Resolution
    • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
    • Develops and maintains a professional working relationship with the client on behalf of Merchants.
    • Identify problems and errors prior to when they occur and log these timeously
    • Investigate second line support calls assigned and identify root cause of incident and problems
    • Take full ownership for managing the incident to resolution within the SLA
    • Assist in analysing, assigning and escalates calls to the relative parties.
    • Confirms Call resolution with client before resolving of the call on the IT Service Management System.
    • Provide continuous feedback to client and affected parties
    • Investigates and reports on incidents relating to server, network, security, EUC (end user computing) and telephony queries.
    • Liaises with 3rd party vendors and 2nd line support to resolve escalated and problems and queries.
    • Follow the require handover procedure for shift changes to ensure service continuity
    2. Standard Adherence
    • Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.
    • Comply with Merchants accepted ITIL based Industry best practices.
    3. Administration
    • Complete daily morning checks on all managed information technology platforms and systems working towards consistent availability
    • Maintains service and quality levels according to Merchants’ business standards, processes and procedures.
    • Documents Standard Operating procedures and Work Instruction processes relating to Merchants and client specific systems.
    • Manages the client’s expectations with regards to break-fix calls and service requests.
    See more

    SalaryMarket Related

    Work TypeContract

  • Team Leader

    Merchants Recruitment

    4 weeks ago

    Johannesburg, Gauteng

    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. 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
    1. 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
    1. 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
    1. 4. 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 to the contractual obligation.
    See more

    SalaryMarket Related

    Work TypePermanent

  • Service Desk Analysts

    Merchants Recruitment

    on 2021/03/12

    Saltriver, Western Cape

    We are hiring Service Desk Analysts

    An exciting opportunity exists for goal orientated, deadline driven individuals who are committed to meeting service level agreements and consistently strive to improve the customers' experience.  

    Your responsibilities include providing first call resolution for queries reported to the Service Desk. Receiving, validating, logging and prioritizing all requests as well as testing and troubleshooting where applicable.

    Minimum Requirements:

    - Grade 12 or NQF Equivalent

    - 1 Year Service Desk Agent Experience or knowledge in End-user Computing Support

    - A+ or N+ or Information Technology Qualification

    See more

    SalaryMarket Related

    Work TypePermanent

  • Call Centre - Service Desk Agents

    Merchants Recruitment

    on 2021/03/12

    Saltriver, Western Cape

    We are hiring Service Desk Agents!

    You are the first point of contact when our customers require Technical Assistance. Your main responsibility is to promptly answer service desk calls, providing user support and customer service.

    Minimum Requirements:

    - Grade 12 or NQF Level 4

    - 6 Months Call Centre / Service Desk Experience

    - Excellent Oral and Written Communication Skills

    - Ability to work Rotational Shifts

    - Previous Technical Experience Advantageous

      See more

      SalaryMarket Related

      Work TypePermanent

    • Call Centre Agent - Service Desk/ Technical Support

      Merchants Recruitment

      on 2021/02/19

      Tygervalley, Western Cape

      Job Description

      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 UK client - one of the largest credit Bureaus in the UK . Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

      Location:

      Tygervalley

      What’s in it for you:

      · Market related salary

      · Transport for unfavourable hours

      · Job Type: Full-time Contract – rotational shifts

      What we require:

      · Grade 12 or NQF Level 4

      · Strong command of the English language

      · English written and verbal fluency, suitable for an international client

      · Willing to work shifts/weekends

      · Exceptional customer service experience

      · At least 6-12 months call centre experience

      · Helpdesk/ Technical Support / IT Experience

      · Previous international call centre experience for at least 6-12 months highly advantageous

      See more

      SalaryR7 000 p/m

      Work TypeContract

    • Sales Coach

      Merchants Recruitment

      on 2020/10/21

      Johannesburg, Gauteng

      We are looking for a Sales Coach to coordinate training activities that will help maximize our sales team’s performance.

      Sales Coach responsibilities include mentoring new salespeople, designing individual and team training courses and preparing educational material. To be successful in this role, you should have a good understanding of sales techniques and the ability to motivate employees of varying seniority.

      Ultimately, you will help our salespeople develop their skills and achieve their quotas.

      Responsibilities

      • Act as a consultant to salespeople and provide helpful advice on coping with job-related challenges
      • Onboard and train new salespeople
      • Identify individual and team training needs
      • Develop educational material, including presentations, sales scripts and case studies
      • Design training courses using gamification, role-playing activities and job simulation
      • Gather feedback on all training programs from trainees, managers and instructors
      • Set annual learning and development objectives for the sales team
      • Maintain updated records of educational curriculum and material
      • Evaluate employees’ performance after each training
      • Monitor costs of training programs

      Requirements

      • Work experience as a Sales Coach, Sales Trainer or similar role
      • Experience in a sales or customer service position is a plus
      • Familiarity with role-playing activities and e-learning platforms
      • Hands-on experience creating presentations (e.g. videos or slides)
      • Excellent communication skills with the ability to motivate people
      • Problem-solving skills
      • BSc degree in Education, Human Resources or relevant field is a plus
      • Additional training certification is a plus
      See more

      SalaryMarket Related

      Work TypeContract

    • Senior Consultant

      Merchants Recruitment

      on 2020/09/02

      Johannesburg, Gauteng

      CALL CENTRE OPPORTUNITY

      APPLY TODAY!

      Our Client is looking for technical individuals to join their vibrant team!!!

      Minimum requirements

      18 months Cisco CX Centers experience or

      5+ years technical work experience in the networking industry

      CCIE lab certification

      Credit and criminal clear

      Valid Matric

      Excellent communication skills

      Excellent Computer Skills

      See more

      SalaryMarket Related

      Work TypeContract

    • Intermediate Consultant

      Merchants Recruitment

      on 2020/09/02

      Johannesburg, Gauteng

      CALL CENTRE OPPORTUNITY

      APPLY TODAY!

      Our Client is looking for technical individuals to join their vibrant team!!!

      Minimum requirements

      Minimum 18 months Cisco CX Centers experience or 3 years technical work experience in the networking industry

      CCNP certification

      Credit and criminal clear

      Valid Matric

      Excellent communication skills

      Excellent Computer Skills

      See more

      SalaryMarket Related

      Work TypeContract

    • Associate Consultant

      Merchants Recruitment

      on 2020/09/02

      Johannesburg, Gauteng

      CALL CENTRE OPPORTUNITY

      APPLY TODAY!

      Our Client is looking for technical individuals to join their vibrant team!!!

      Minimum requirements

      Minimum 6 months of Cisco CX Centers experience or 1 to 2 years required industry experience

      CCNA certification

      Deadline driven

      Credit and criminal clear

      Valid Matric

      Excellent communication skills

      Excellent Computer Skills

      See more

      SalaryMarket Related

      Work TypeContract

    • Technical Agent

      Merchants Recruitment

      on 2020/09/02

      Johannesburg, Gauteng

      CALL CENTRE OPPORTUNITY

      APPLY TODAY!

      Our Client is looking for technical individuals to join their vibrant team!!!

      Minimum requirements

      Minimum 0 to 6 months of Cisco CX Centers experience or 1 year experience

      Ability to troubleshoot

      Credit and criminal clear

      Valid Matric

      Excellent communication skills

      Excellent Computer Skills

      See more

      SalaryMarket Related

      Work TypeContract

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