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Business Process Outsourcing (BPO) Listings

  • Business Unit Trainer

    Merchants Recruitment

    1 week ago

    Johannesburg, Gauteng

    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

  • Team Leader

    Merchants Recruitment

    2 weeks ago

    Parktown, 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

  • Call Centre Escalations Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below is the requirement

    • 2 years helpdesk/call centre experience
    • Matric and or Tertiary qualification
    • Ability to handle escalations relating to any procedures and processes on the services and products offered
    • Minimum 2 year experience, understanding and enforcement of SLA adherence
    • Working knowledge of CRM tools
    • Basic network understanding
    • Understanding of websites advantageous
    • Knowledge of MS Office with intermediate to advanced knowledge on Excel
    • ISP experience advantageous
    • Problem solving abilities
    See more

    SalaryMarket Related

    Work TypeContract

  • Inbound Technical Customer Service Representative

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below are the requirements 

    • Proven Product Knowledge and experience in an ADSL/Wireless environment
    • 2 years inbound call centre experience
    • Valid matric 
    • Thorough Understanding of internet and email.
    • Basic knowledge of computer hardware and software.
    • Knowledge of operating systems, e.g. Windows 95, 98, Me, 2000, XP, Vista, Windows 7 and MAC
    • IT qualification will be an advantage (A+ Course/MCDST preferable)
    See more

    SalaryR10 000 p/m

    Work TypeContract

  • Technical Service desk Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

      JOB PURPOSE

      The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

      Below are the requirements

    • 2 years Technical experience
    • Valid Matric
    • Proven product knowledge and experience in an ADSL/Wireless and FTTH environment
    • 2 years call centre experience
    • Thorough understanding of the internet and email.
    • Basic network understanding, websites as well as servers
    • Knowledge of MS Exchange, MS Office
    • IT qualification will be advantageous (A+ Course/MCDST preferable)
    • Experience in the support of connectivity (Dial, ADSL, Wireless

    See more

    SalaryMarket Related

    Work TypeContract

  • Technical Support Co-ordinator

    Merchants Recruitment

    on 2019/10/04

    Johannesburg, Gauteng

    • Proven Product Knowledge and experience in an ISP environment
    • 2 – 3 years inbound call centre experience
    • General knowledge of all technical aspects of internet technology incl. HTML, modems, network topology etc.
    • Thorough understanding of internet and email.
    • Basic knowledge of computer hardware and software.
    • Good understanding of internet related services such as proxy servers, mail, authentication systems, ftp etc
    • Exceptional diagnostic skills
    • Detail knowledge of LAN’s (servers and topology)
    • Advanced Word and Excel skills
    • Web programming would be advantageous
    • Knowledge of non-general operating systems i.e. Win NT/2000/Server 2003, Linux, MAC will be advantageous
    • IT qualification will be an advantage (A+ Course/MCDST preferable)
    • Special shift work
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    SalaryMarket Related

    Work TypePermanent

  • Inbound Customer Service Agents

    Merchants Recruitment

    on 2019/09/04

    Johanessburg, Gauteng

    Inbound Customer Service Agents

    We are Hiring and want YOU!!!

    • Matric /Grade 12

    • + 6 months customer service experience.

    • Computer Literate with a working knowledge of MS Word, Excel and Outlook

    If you care to join this fun and vibrant team, the following is on offer if you do qualify:

    • Market related salary

    • Monday – Sunday (8am till 8 pm ) Call centre environment

    • Excellent training provided

    See more

    SalaryMarket Related

    Work TypeContract

  • Inbound Call Centre Agents

    Merchants Recruitment

    on 2019/09/04

    Johanessburg, Gauteng

    Call Centre Agents 

    We are Hiring and want YOU!!!

    • Matric /Grade 12

    • + 6 months customer service experience.

    • Computer Literate with a working knowledge of MS Word, Excel and Outlook

    If you care to join this fun and vibrant team, the following is on offer if you do qualify:

    • Training R 20 per hour (4-6 weeks)

    • Go live R 23 per hour

    • 24/7 Call Centre environment

    • Vibrant and happy working environment

    • Able to speak  English, Zulu&sotho or English  & Afrikaans

    • Excellent training provided

    See more

    SalaryR5 000 p/m

    Work TypeContract

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