Western Cape Listings

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 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.

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

Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and in line 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

Reporting and Administration

• Sign off Agent’s 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

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 with the contractual obligation

Requirements

• 1 year Call Centre experience
• Fluent in French and English
• 6 - 12 months Team Leader/Supervisory experience

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

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

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

• NQF
• 12 months contact centre experience.

Additional Requirements

Banking experience and advantage
Experience in Training environment
Experience in Quality environment

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 international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

Job Description:

• Moderate all customer reviews and respond to email queries in English.
• Meets or exceeds quality and productivity goals assigned by management.
• Demonstrates clear and polite written and oral communication.
• Maintains a positive and professional demeanour and portrays the company in a positive light.
• Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
• Follows company policies and processes in order to process customer requests appropriately.
• Demonstrates knowledge and use of departmental resources, policies, and procedures.
• Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
• Proactively communicates system and process issues, and customer feedback trends to management.
• Exceeds customer expectations by going above and beyond.
• All other duties as assigned.

About the role:

• High-end international client
• 5 Star (luxury) Hotel
• Lucrative Salary
• Door to door transportation to be provided.
• Night shift position

What we require:

• Grade 12/NQF Level 4 & Grade 11/ NQF Level 3.
• Criminal and credit clear.
• South African citizen
• Strong command of the English language.
• English written and verbal fluency, suitable for an international client.
• Willing to work evening shifts/weekends.
• Exceptional customer service experience.
• At least 6 months sales experience.
• 12 Months Customer Service experience. 
• Previous international call centre experience for at least 6-12 months highly advantageous.

 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 international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

Job Description:

• Moderate all customer reviews and respond to email queries in English.
• Meets or exceeds quality and productivity goals assigned by management.
• Demonstrates clear and polite written and oral communication.
• Maintains a positive and professional demeanour and portrays the company in a positive light.
• Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
• Follows company policies and processes in order to process customer requests appropriately.
• Demonstrates knowledge and use of departmental resources, policies, and procedures.
• Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
• Proactively communicates system and process issues, and customer feedback trends to management.
• Exceeds customer expectations by going above and beyond.
• All other duties as assigned.

What we require:

• Grade 12 or NQF Level 4.
• Criminal and credit clear.
• Strong command of the English language and French Language.
• English written and verbal fluency, suitable for an international client.
• Willing to work evening shifts/weekends.
• Exceptional customer service experience.
• At least 6 months call centre experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

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

In short, we are looking for a commitment to make every customer interaction enjoyable!

What you'll be doing:

• Provide first point of contact for customers seeking technical assistance over the phone, webchat and email
• Perform remote troubleshooting through diagnostic techniques
• Use problem solving/trouble shooting techniques to identify customer issues
• Escalate unresolved issues to the next level of support
• Log and record all calls attended to
• Troubleshoot and resolve common technical issues on the first contact, including but not limited to password resets, account lockouts, printer problems and system access errors.
• -Accurately log, classify, prioritize and resolve or route tickets within agreed SLA timeframes using all the related IT systems provided.
• Maintain a courteous, empathetic and professional attitude in all user interactions.

Requirements

• Min 6 months customer service experience is essential
• 6 months Technical Support experience is required
• Must have matric
• Excellent written and verbal communication

 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 international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

Job Description:

• Moderate all customer reviews and respond to email queries in French and English.
• Meets or exceeds quality and productivity goals assigned by management.
• Demonstrates clear and polite written and oral communication.
• Maintains a positive and professional demeanour and portrays the company in a positive light.
• Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
• Follows company policies and processes in order to process customer requests appropriately.
• Demonstrates knowledge and use of departmental resources, policies, and procedures.
• Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
• Proactively communicates system and process issues, and customer feedback trends to management.
• Exceeds customer expectations by going above and beyond.
• All other duties as assigned.

What we require:

• Grade 12 or NQF Level 4.
• Criminal and credit clear.
• Strong command of the English language and French Language.
• English written and verbal fluency, suitable for an international client.
• Willing to work evening shifts/weekends.
• Exceptional customer service experience.
• At least 6 months call centre experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

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 international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

Job Description:

• Moderate all customer reviews and respond to email queries in English.
• Meets or exceeds quality and productivity goals assigned by management.
• Demonstrates clear and polite written and oral communication.
• Maintains a positive and professional demeanour and portrays the company in a positive light.
• Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
• Follows company policies and processes in order to process customer requests appropriately.
• Demonstrates knowledge and use of departmental resources, policies, and procedures.
• Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
• Proactively communicates system and process issues, and customer feedback trends to management.
• Exceeds customer expectations by going above and beyond.
• All other duties as assigned.

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 evening shifts/weekends.
• Exceptional customer service experience.
• At least 6 months call centre experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.