Western Cape Listings

Are you ready to take the next step in your career?

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment

Minimum Requirements:

Minimum 4 years of operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment

Understanding of Call Centre operations in terms of how people and technology work together for business optimisation

Management-related qualification

What you'll be doing

Operations Management

Manages operational costs through effective resource management

Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.

Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements

Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols

Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner

Ensures consistency and standardisation with the client’s other operations

Client Engagement

Maintains positive client relationships and alerts management to operational delivery issues.

Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

People Management

Coaches to ensure a full understanding of consequences of errors

Creates an environment that fosters team work and co-operation amongst team members

Ensures appropriate staffing and action accordingly

Selects and places candidates in terms of agreed recruitment and selection process

Training and Development

Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs. Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Looking to grow your career in a dynamic environment? We’re seeking an experienced leader to manage and support Team Leaders across our business unit.

Role Purpose
Lead Team Leaders to ensure operational performance metrics are consistently met.

Key Requirements
• Minimum 2 years as a Team Leader
• Experience in contact centre metrics and reporting
• Able to lead both customer service and sales teams
• Willing to work in a shifted environment

Responsibilities

🔹 People Management
• Coach, mentor, and manage Team Leaders
• Oversee daily performance and development plans
• Conduct performance reviews and maintain HR compliance

🔹 Customer Relations
• Resolve escalations and ensure service meets contractual expectations
• Participate in calibration sessions

🔹 Reporting & Administration
• Analyse and report business data
• Improve reporting tools
• Monitor adherence and absenteeism
• Ensure smooth onboarding and time sheet accuracy

Are you ready to explore a new opportunity!

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
• 12 months customer service experience required
• Strong command of the English language.
• Able and willing to work rotational shifts
• 8 Hour shift including 1 hour lunch break (8-hour productive shift)
• Saturday, Sunday and Public Holiday
• 5-DAY SHIFT ROTATION (8am to 8:30pm) 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 PC’s 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.

Join our Dynamic Team! Based in Cape Town

We are seeking a motivated and results-driven Sales Development Representative to join our team. In this role, you will be responsible for identifying and nurturing new business opportunities, identifying potential client customers and setting qualified appointment for the field sales team.

Key Responsibilities:

Identify and qualify potential leads through research, networking, and outreach.

Develop and maintain a pipeline of prospective clients.

Conduct cold calls, email campaigns, and follow-ups to engage potential customers.

Collaborate with the sales and marketing teams to develop strategies for lead generation.

Schedule initial discovery calls for Account Executives

Maintain accurate records of interactions and progress in the CRM system.

Meet and exceed monthly and quarterly sales targets.

Requirements:

1 year experience in sales, business development, or a related field

Must be fluent in German and English (read, write and speak) As this role is German speaking.

Matric or NQF Level 4 qualification

Excellent communication and interpersonal skills

Strong organizational and time-management abilities

Familiarity with Sales Navigator, ZoomInfo, Salesforce, Chili Piper and Gong software and sales tools

A proactive and self-motivated attitude

Please forward CV's to nurahn.gamiet@merchantscx.com

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.