Gauteng Listings

Call Centre Agent (Customer Service Representative)
As a Call Centre Agent, you will serve as a Brand Ambassador and the first point of contact for our customers. We are looking for individuals with a genuine passion for helping people, solving problems, and delivering exceptional customer service with empathy, professionalism, and care.

If you are dedicated to creating positive customer experiences and thrive in a fast-paced environment, we want you on our team!

Key Responsibilities

• Deliver world-class customer service by accurately assessing needs and providing appropriate solutions.

• Handle customer requests, inquiries, and complaints with professionalism, empathy, and attention to detail.

• Manage complex queries with accuracy, informed decision-making, and adherence to company guidelines.

• Accurately document all interactions, update call history, and escalate matters to the relevant departments where necessary.

• Stay up to date with product, service, and program knowledge through continuous learning.

• Maintain confidentiality in handling customer information in compliance with policies and legislation.

• Consistently represent the brand in a caring, considerate, and solution-focused manner.

Requirements

• Education: Matric / NQF Level 4 (essential)

• Experience:

  • Minimum 6 months contact centre experience

  • Minimum 6 months customer service experience

  • International call centre background advantageous

  • Experience in food/retail industry considered an asset

• Languages: Proficiency in English plus Zulu, Sotho or Afrikaans preferred

• Technical Skills:

  • Strong oral and written communication skills (typing, spelling, and grammar)

  • Computer literacy with advanced PC knowledge and system navigation skills

• Personal Attributes:

  • Professional, empathetic, and customer-focused

  • Positive attitude with strong teamwork and interpersonal skills

  • Ability to handle sensitive issues with tact, diplomacy, and discretion

  • Adaptable and quick to learn new skills and systems

Working Conditions

• Rotational shifts including weekends and public holidays

• 10-hour shifts (9 productive hours + 1-hour lunch)

• 6-day rotational shifts between 06:00 and 00:00 (including occasional graveyard rotation)

• Ability and willingness to work across all required schedules

Position Overview:

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
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Speaks English, Zulu, Sotho or Afrikaans
• Able and willing to work rotational shifts
• 10 Hour shift including 1 hour lunch break (9 hour productive shift)
• Saturday, Sunday and Public Holiday
• 6 DAY SHIFT ROTATION (6am to midnight) 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 PCs 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.
• JHB 

Become a CX Champion as Our New Associate

Do you have a passion for training, coaching, and elevating customer service quality? We're looking for a CX Associate to shape agent performance through dynamic training, impactful coaching, and thorough quality reviews.

What’s in it for you:

• Be the go-to expert for new hire readiness and ongoing performance
• Gain exposure to training, facilitation, coaching, and CX strategy
• Enjoy an engaging, fast-paced team environment
• Opportunity to grow into senior CX, training, or quality roles

What the role involves:

• Facilitate induction, product, and system training for new agents
• Deliver refresher sessions and OJT (on-the-job training)
• Conduct quality evaluations on client interactions
• Provide one-on-one coaching to develop agent performance
• Record and report on training, quality, and coaching outcomes
• Support floor walking and drive engagement during ramp-up phases

What you need to succeed:

• 12+ months experience in a contact centre environment
• Fluent in both French and English
• Passion for training, people development, and customer excellence
• Strong communication and facilitation skills
• Ability to evaluate calls and provide actionable feedback
• Eye for process improvement and detail

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
• 6 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.
• Based in Randburg

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 position is to provide a complete Human Resources administration service and to support HR projects.

1. General Administration

• Loads all employee data related to employee engagements, transfers, promotions, resignations and terminations and ensures that it is timeously communicated to the Payroll.
• Updates all information related to employee engagements transfers, promotions, resignations and terminations on all HR Systems
• Creates and deactivates email accounts for all employees 
• Creates position numbers for all new positions.
• Ensures current understanding and application of all HR Policies

2. HR System Administration and Support

• Creates new employee profiles on all HR Systems upon receiving relevant documentation.
• Terminates exiting employees from all HR Systems upon receiving the relevant documentation
• Follows up on outstanding documentation and information from HR Operations
• Completes all check-lists to ensure 100% completion
• Maintains employee data on all HR Systems by updating information as required.
• Maintains systems data integrity by conducting daily, weekly and monthly checks
• Performs user testing on systems and provides timeous feedback
• Provides user administrative support to all Business Units
• Administers all 1^st line system requests, changes or issues and escalates unresolved items to the relevant 2^nd line escalation points
• Communicates all system changes or enhancements to respective business units to ensure currency of information
• Maps new employees to the DD Job Framework

3. Filing

• Creates and maintains files for all employees
• Files all documents into relevant filing sections of employee files
• Maintains the filing system to ensure ease of access to information for the entire Human Resources department.
• Files and archives all termination files in accordance with prescribed standard.

4. Reporting

• Compiles new engagement and termination reports for submission to the Human Resources Manager on a monthly basis.
• Compiles and distributes Performance Management Reports to the Business as required
• Extracts reports from HR Systems and reports anomalies to the Human Resources Manager on a monthly basis.

Requirements

• Minimum matric or equivalent NQF
• At least 2 years working experience
• At least 1 year HR administration and HR systems experience
• Excel intermediate
• HR Qualification

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 primary purpose of the role is to provide coaching to Agents to improve and/or maintain the agents’ performance which impacts customer call quality and effectiveness, via various contact responses and interactions throughout the agent life cycle.

1. Coaching

• Provides coaching in a confidential setting to improve and/or maintain service, minimise errors and capture coaching feedback onto the relevant system
• Provides tailored coaching plans to support the BU’s strategies
• Supports an environment and culture in which individuals are encouraged to be open about any development areas. and encourages ownership, accountability and continuous learning
• Provides role-play experiences to entrench learnings
• Ensures appropriate and consistent adherence to policies and procedures is maintained, entrenching high operational standards
• Identifies areas of excellence and reinforces those behaviours/actions, ensuring the coaching session is a positive experience.

2. Feedback

• Ensures agreement and commitment to action plans
• Provides regular and timely feedback to Agents with regards to action plans that have been set
• Feedback to Training and Operations pertaining trends

• Provides concrete data and examples to support the feedback

3. Customer Experience

• Ensures that the standards relevant to the coaching function of the Merchants Quality Management Framework are applied and managed effectively within the Business Unit/s
• Manages delivery of customer experience programmes by analysing data in order to identify key priorities and aligns the coaching activities to assess and develop identified areas

• Drives the focus on improving the customer experience on every interaction through coaching and feedback

Requirements

• Minimum 2 years, Call Centre Experience

Additional Requirements

• Reached/met FCR 84% not less, over the past three months (May|June|July)
• Reached/met AHT 508 seconds over the past three months (May|June|July)

French Call Centre Team Leader – Take the Next Step in Your Career!

Are you ready to lead a team to success? We’re looking for a skilled Call Centre Team Leader to manage daily operations, drive performance, and ensure excellent service delivery.

Requirements:

• 1 year Call Centre experience
• 6–12 months Team Leader/Supervisory experience
• Fluent in French and English
• Willing to work shifts

Key Skills:

• Customer service & communication
• Coaching & teamwork
• Problem-solving & attention to detail
• Call Centre technology expertise

Responsibilities:

• People Management: Coach, support, and oversee team performance
• Communication: Deliver briefings, provide feedback, and relay business updates
• Administration: Approve timesheets, maintain performance records, and compile reports

If you're ready to take charge and make an impact, apply now!

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.

What would make you a good fit for this role?

• Must be willing and able to work in a shifted environment.

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience

Skills

• Customer service orientation
• Oral and written communication
• Planning and organizing
• Problem solving
• Teamwork
• Coaching
• Technical expertise – Call Centre technology
• Attention to Detail

What will you be doing?

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

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

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

Banking Call Centre

About the Role

Join our dynamic team delivering world-class customer service for a leading international bank. As the first point of contact for US-based customers, you will handle inbound calls, respond to account and loan inquiries, manage service requests, resolve complaints, and build strong customer relationships.

Your role will require listening, problem-solving, and navigating multiple systems to deliver solutions quickly, accurately, and with empathy.

Key Responsibilities

• Engage in professional conversations to understand customer needs.
• Ask relevant questions to identify the root cause of issues.
• Use banking tools and systems to process requests and provide accurate information.
• Handle service-related concerns, complaints, and account queries.
• Upsell and cross-sell relevant products where appropriate.
• Maintain confidentiality and accuracy in all customer interactions.

Minimum Requirements

Education:

• Matric / NQF Level 4

Experience:

• At least 6 months’ customer service experience
• Contact Centre experience advantageous
• Clear Credit, criminal, and fraud checks
• Education verification (NQF Level 4)

 Skills Required:

• Computer literacy (MS Excel, Word, Outlook)
• Typing speed: 25 wpm @ 85% accuracy
• Internet navigation skills

• Mathematical literacy
• Excellent English (spoken & written)
• Strong multitasking ability
• Attention to detail, resilience, logical thinking, and problem-solving
• Cultural awareness and rapport-building skills
• Ability to upsell and cross-sell products

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