Western Cape 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

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

• Must have Matric/NQF L4
• Min 6 months call centre experience
• Previous Call Centre, Retail, customer facing experience highly recommended
• Speaks English
• Able and willing to work rotational shifts
• Oral and Written Communication
• Business writing chat skill required
• Customer Service Orientation
• Attention to Detail
• Problem Solving
• Adaptability
• Resilience
• Able and willing to work rotational shifts
• Based In Western Cape - Woodstock

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

• Must have Matric/NQF L4
• Min 6 months call centre experience
• Previous Call Centre, Retail, customer facing experience highly recommended
• Speaks English
• Able and willing to work rotational shifts
• Oral and Written Communication
• Business writing chat skill required
• Customer Service Orientation
• Attention to Detail
• Problem Solving
• Adaptability
• Resilience
• Able and willing to work rotational shifts
• Based In Western Cape - Woodstock

The purpose of this role is to provide the day-to-day customer service for our banking customers.

Our service channels are Voice and Chat. Our customer promise is to deliver excellent customer services within the banking industry to satisfy customer requests, build customer relationships, develop, and retain customers; whilst inspiring confidence in their ability and confidentiality of information being dealt with. We are the first point of contact for our Banking customers, taking inbound calls for, amongst other things, onboarding customers, processing payments, responding to customer enquiries, managing customer fraud queries and complaints, resolving customer issues, handling product requests, customer contact fulfilment, handling customer complaints and claims, and contact documentation with specific reference to different banking accounts.

The 2 primary responsibilities are as follows:

1. Manage Query Resolutions - Provide information on product. - Guide customers on process. - Educate customers on digital experience of the Mobile App - Escalate exceptions which require investigations to Back Office including but not limited to Fraud, Deceased Estates, Disputes and Court Order Payments

2. Manage Complaints - Receive and create a case for complaint from our customer channels. - Track progress of complaint across the bank - Report on all complaints to Customer Committee - Identify reportable complaints and escalate priority. - Ensure regulatory standards. - Escalate complaints to specialists as is necessary.

Client Defined Services are: (i) Conversations to understand customer needs; then (ii) Asking questions to ascertain the root cause of the issue or need (iii) Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc.

Requirements

12 Months Banking Experience

Matric certificate or NQF Level 4

Neutral and clear tone

Clear ITC & Criminal record.

Working hours are:

*Training: Monday to Friday, 08h00 to 17h00

*Live: Rotational shifts - Monday to Sunday, 06h00 to 15h00, 13h30 to 22h00, 22h00 to 06h30

Are you passionate about delivering exceptional service? Do you thrive in fast-paced environments where every call matters? We’re looking for Call Centre Agents (Customer Service Representatives) who are ready to represent our brand with professionalism, care, and enthusiasm.

About the Role:
As the first point of contact, you’ll be a trusted advisor to our customers—resolving queries, providing support, and ensuring every interaction is a positive experience. Whether it’s helping someone navigate a product or responding to a concern, your goal is simple: make every customer feel heard and valued.

Key Responsibilities:

• Provide accurate, efficient, and professional responses to customer inquiries.
• Handle complex queries with empathy and attention to detail.
• Capture and document all customer interactions thoroughly and accurately.
• Escalate issues when required, ensuring a seamless customer journey.
• Stay up to date on product knowledge and process changes.
• Uphold data confidentiality and comply with relevant service guidelines.

✅ Minimum Requirements:

• Matric / NQF Level 4 qualification.
• Minimum 6 months of contact centre experience (essential).
• Minimum 6 months of customer service experience.
• Comfortable with rotational shifts, including weekends and public holidays.
• Willing to work a 10-hour shift (including a 1-hour break).
• Day shift rotations range from 6:00 AM to Midnight.
• Night shift/graveyard rotations may apply.

What We’re Looking For:

• A genuine passion for delivering great customer experiences.
• Previous experience in an international call centre is a strong plus.
• Strong communication skills—verbal and written.
• Confident in navigating systems and multitasking on a PC.
• A proactive, team-oriented attitude.
• Calm, empathetic, and solution-focused in all customer interactions.
• Experience in food, retail, hospitality or similar customer-facing environments is an asset.