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Business Process Outsourcing (BPO) Listings

  • Call Centre Agents

    Merchants Recruitment

    3 days ago

    Cape Town, Western Cape

    CALL CENTRE OPPORTUNITY

    Merchants is looking for customer-centric individuals to join our vibrant team.

    We are a Dimension Data company who employ people with a passion for great service and a drive to succeed. Our success is built on our people and we’re proud that we’ve helped change the lives of thousands of people through job creation and sustainable career growth.

    We are looking for agents who speak at least two of the below languages :

    English, Afrikaans, Zulu, Sotho, Xhosa, Venda

    If you would like to be part of this and meet all the below minimum requirements, APPLY TODAY!

    Position details:

    • Entry Level

    Minimum requirements:

    • Ability to work within a 24-hour shift environment
    • Credit and criminal clear
    • Valid Matric
    • Excellent communication skills
    • Excellent computer skills
    • 3 - 12 months Customer Service experience is advantageous

    APPLY NOW!

    See more

    SalaryMarket Related

    Work TypeContract

  • International Call Centre Agents

    Merchants Recruitment

    4 days ago

    Cape Town, Western Cape

    Customer Service Billing Agent for an International Company

    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 US client and our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

    What we require:

    • Grade 12 or NQF Level 4
    • Criminal and credit clear
    • 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
    • At least 6-12 months core retail experience
    • Previous international call centre experience for at least 6-12 months highly advantageous
    See more

    SalaryMarket Related

    Work TypeContract

  • Service Desk Agents

    Merchants Recruitment

    on 2021/03/16

    Cape Town, Western Cape

    Our Company is looking for customer centric individuals with Service Desk experience to join the team.

    The purpose of this position is first line contact with clients. Receiving, assessing and assigning calls to the correct resolver groups.

    In this role you will also be required  to assist to provide positive and brilliant customer experience in an Inbound/Digital environment.

    Minimum Experience Required:

    • 2 years customer service experience or 1 year call centre experience from the above industries.
    • Ability to work shifts within a 24/7 environment.
    • Credit and Criminal Clear
    • Completed Matric or Equivalent Qualification
    • A+ and N+ qualification

    Minimum Skills Required:

    • Excellent Computer Skills
    • Excellent command of English language is essential.
    • Excellent written skill and email etiquette.
    • Excellent listening skills
    • Problem solving skills.
    • Attention to detail.
    • Organizational skills
    • Customer centric orientated

    Key Responsibilities :

    • Respond to all incoming calls within the agreed service level
    • Receiving, validates and logs client requests and capture the detail of the request
    • Respond to e-mail, web, fax and monitoring calls that are logged onto the system
    • Deliver a professional and efficient (first) interface between Merchants / Dimension Data and clients
    • Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
    • Ensure that all calls are routed and allocated to the correct support group or person
    • Ensure that all user details are correct and that discrepancies are to be rectified through the correct channels
    • Accurately logs and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients
    See more

    SalaryMarket Related

    Work TypeContract

  • 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

  • Service Desk Team Leader

    Merchants Recruitment

    on 2020/10/28

    Cape Town, Western Cape

    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

  • Trainee Administrator (Full-time Student)

    Old Mutual

    on 2020/04/07

    Pinelands, Western Cape

    Role overview

    This role provides response to administrative requirements in accordance with SLA parameters in a processing environment, under supervision. The incumbent is individually accountable for achieving results through their own efforts with support, coaching and direct supervision efforts.

    Key Result Areas

    SPECIFIC KEY RESULT AREAS:

    • Follows only those standardized process that have been trained / coached in to provide administrative support.
    • Provides an indirect service to customers and intermediaries.
    • Delivers on daily production standards as determined by team leader / coach.
    • Responds to immediate requirements within procedure.
    • Uses standard administrative techniques to coordinate own work.
    • Learner to Moderate level of technical knowledge.
    • Limited multi skilling across product and process relevant to the business area.

    GENERIC KEY RESULT AREAS:

    • Co-ordinates own work using standard administrative techniques trained in.Need to be fully multi-skilled across
    • Delivers on daily production standards as determined by team leader / coach.
    • Follows only those standardized process that have been trained / coached in to provide administrative support.
    • Provides an indirect service to customers and intermediaries under direct supervision of a team leader / trainer / coach.
    • Responds to administrative requirements within procedure(s).

    Personal Effectiveness

    • Accepts and lives the company values.
    • Accountable for service delivery through own efforts.
    • Collaborates effectively with others to achieve personal results.
    • Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
    • Makes increased contributions by broadening individual skills.

    Quality Assurance

    • Adheres to service and quality standards

    Requirements: Skills, Qualifications and Experience required

    • Matric or equivalent NQF qualification
    • Proof of current registration with a recognized Tertiary Institution
    • Computer literacy with knowledge of MS Office: Word, Excel and Outlook
    • Ability to prioritize work
    • Ability to work
    • Strong communication and interpersonal skills, both written and verbal
    • Work effectively with colleagues and clients to accomplish team goals
    • Additional Requirements 
      Candidates should be available to work the following shifts:
      9AM-2PM, Monday to Friday or 4:30PM-7PM Monday to Friday and 8AM-1PM on Saturdays.

    Competencies

    • Information Monitoring
    • Initiating Action
    • Ownership
    • Planning & Organising
    • Team Orientation
    • Technical Knowledge

    See more

    SalaryMarket Related

    Work TypePermanent

  • Business Unit Trainer

    Merchants Recruitment

    on 2020/03/20

    Cape Town, Western Cape

    The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation, in order to ensure the Agents are ready and prepared to deliver exceptional customer experiences.

    1. 1. Training
    • Deliver product, systems and customer experience training to all Agents
    • Deliver refresher training as required
    • Operates within agreed training schedule and meets quality standards
    • Delivers induction training to all Agents
    • Delivers on-the-job training
    • Creates a training environment conducive to providing the best possible learning experienc
    1. 2. Learning assessments
    • Continually listens to live calls to identify any gaps to be remedied through the training experience
    • Ensures completion of learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
    • Provides feedback on call-listening to Training Managers to ensure continuous improvement
    • Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to Training Managers.
    1. 3. Post-Training Support
    • Coaches Agents in order to facilitate the transition from training to full function.
    • Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”
    1. 4. Administration and Record keeping
    • Accurately records all learning and development interventions
    • Updates all training material to ensure currency and accuracy
    • Provides management with relevant training reports
    • Ensures training manuals and aids are prepared for training
    • Makes logistical arrangements for training

    See more

    SalaryMarket Related

    Work TypePermanent

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