Gauteng 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

Must be willing to work in a shifted environment (International Must have own transport or residing within a 26km radius within the following catchment areas (Randburg, all of Sandton/ Alexandra \ parts of Midrand and Jhb CBD is covered)

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

Acting CX Associate experience

Experience in Training environment

Experience in Quality environment

Team Leader 

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 

• 6 – 12 months Team Leader/Supervisory experience 

• International call centre experience advantageous  

 Skills 

• Customer service orientation 

• Oral and written communication 

• Planning and organising 

• 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  

French speaking team leader position: 

Travaillez avec les meilleurs

Chez Merchants, notre vision est de créer des avenirs significatifs et durables pour nos collaborateurs, en favorisant une culture d’apprentissage continu grâce aux nombreux programmes de compétences et de développement que nous proposons, conçus pour développer les talents et permettre à chacun de réaliser son potentiel.

Si vous êtes né pour offrir un service exceptionnel, postulez pour rejoindre notre équipe de professionnels et préparez-vous à lancer votre carrière. Nous sommes toujours à la recherche de talents d’exception et sommes reconnus dans le monde entier pour notre expérience client remarquable, utilisant les technologies les plus récentes, les meilleurs modèles et processus, ainsi que des techniques de formation innovantes et révolutionnaires.

Nous plaçons nos collaborateurs au centre de tout ce que nous faisons et croyons que la manière dont vous traitez vos clients et vos équipes est ce qui nous distingue.

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.

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

Requirements

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

Join our vibrant and youthful Customer Services team as a WFM Scheduler! 

We’re on the hunt for a confident, proactive individual with at least 6 months of experience in workforce planning, scheduling, or forecasting.

 What You’ll Do:

1. Workforce Planning
• Completes Agents schedules within agreed timeframes and in line with call volume,
Average Handling Time and shrinkage forecasts
• Administration of extra-time as governed by scheduling process
• Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities
and overtime
2. Monitoring
• Checks staff coverage and reporting staff shortfalls to operations
• Monitors absenteeism trends and flags anomalies
• Briefs Operations Management on recommended service level risk mitigation plan
• Reviews performance across skill sets and revises schedules and forecasts to improve site
performance
3. Reporting and Administration
• Provides relevant Workforce Management reports as per operational requirements
• Ensures accuracy of exception capturing and real time reporting
• Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis

What We’re Looking For:

• Minimum 12 months experience in workforce scheduling/planning/forecasting
• Matric/ NQF level4
• Proven ability to communicate effectively and drive improvements
• Experience in BPO or telecommunications industries (advantageous)
• Strong Excel skills and knowledge of workforce tools such as Verint, Shiftmate/ Qstory, Amazon Connect/ AWS
  
• Team player with a bold voice—someone who engages, challenges, and contributes

Why Join Us?

• Energetic, supportive, and innovative team culture
• Opportunities for professional growth and internal mobility

Apply now and shape the future of workplace

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
• Financial Service or Banking experience
• 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

Position Overview:

As a Call Centre Agent (Customer Service Representative) for Sign Language, you will be a leading Brand Ambassador serving as the first point of contact for Sign Language 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 & Sign Language Certificate
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Speaks English
• 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.
• Johannesburg

Role Overview

As a Call Centre Agent (Customer Service Representative), you will serve as the first point of contact for customers, representing the company in a professional and customer-focused manner. We are looking for individuals who are passionate about resolving customer issues, answering queries, and delivering exceptional customer service with care and professionalism. In essence, this role is about making every customer interaction positive and memorable.

Purpose of the Role

• To provide efficient, professional, and confidential customer service within the BPO industry.
• The role involves handling inbound and/or outbound calls, responding to enquiries, assisting with product requests, managing complaints or claims, and processing relevant documentation while ensuring a high standard of customer satisfaction.

Experience (Essential)

• Minimum 6 months’ Customer Service experience (preferably within hospitality, retail, banking, insurance, or other customer-focused environments).

Skills (Essential)

• Excellent English proficiency (spoken and written).
• Computer literacy with working knowledge of Microsoft Word, Excel, and Outlook.
• Typing speed: Minimum 25 words per minute.
• Ability to multi-task effectively in a fast-paced environment.
• Strong attention to detail and customer service orientation.

Education

Matric Certificate / NQF Level 4 (minimum requirement).

oin Our Team as a Debt Collections Agent – Automotive Banking Industry 

Are you passionate about delivering excellent customer service and building a rewarding career in the banking industry? We’re looking for motivated individuals to join our dynamic Customer Service team, providing exceptional service to clients while maintaining accuracy and professionalism.

Purpose of the Role

To deliver outstanding customer service within the automotive banking sector by recovering overdue accounts, maintaining accurate records, resolving discrepancies, and ensuring a positive client experience.

Minimum Requirements

Education:

• Matric / NQF Level 4 (essential).

Experience:

• Minimum 12 months of Call Centre & Customer Service experience, ideally within banking or early-stage collections.

Skills & Competencies

• Technical proficiency: Confident using computers, navigating the internet, and working with MS Excel, Word, and Outlook.
• Communication: Excellent verbal and written English skills.
• Adaptability: Strong multitasking ability and attention to detail.

Working Hours & Shifts

• Rotational night-shift environment (24/7/365) aligned with US hours..

Background Checks

• Clear credit and criminal record required.

Now Hiring: French-Speaking Agents – Banking, Fraud & Disputes 🇫🇷🇨🇦

Are you fluent in French and passionate about delivering exceptional customer experiences? Join our team supporting a leading Canadian digital banking brand.

You’ll be helping customers with everyday banking, handling fraud investigations, and managing transaction disputes, all while working in a fast-paced, customer-first environment aligned to Canadian business hours.

Key Responsibilities:

• Assist French-speaking customers with their Account and Mastercard services
• Investigate and resolve fraud claims and payment disputes
• Provide accurate, empathetic banking support across phone, email, and chat
• Document cases clearly and follow all compliance and data security protocols
• Escalate complex cases when needed and collaborate with internal fraud teams

Requirements:

• Fluent in French and proficient in English
• 6–12 months of customer service or call centre experience (banking or financial services a plus)
• Strong attention to detail, problem-solving, and data accuracy
• Able to remain calm and professional in sensitive or high-stress situations
• Comfortable using multiple systems and digital tools

What You’ll Get:

• Join a reputable, growing team supporting a major Canadian brand
• Full training and onboarding provided
• Opportunities for career growth in financial services
• Work in a diverse, bilingual, and inclusive environment

Seniority Level

• Associate

Industry

• Telephone Call Centers
• Banking

Employment Type

• Full-time

Job Functions

• Finance
• Customer Service

Skills

• Fraud Investigations
• Financial Transactions
• Attention to Detail
• Financial Services
• Problem Solving
• Fraud Claims
• French
• English
• Dispute Resolution
• Banking

Screening questions

Required qualifications

• What is your level of proficiency in French?Ideal Answer: Minimum: Native or bilingual
• What is your level of proficiency in English?Ideal Answer: Minimum: Conversational
• Are you legally authorized to work in South Africa?Ideal Answer: Yes
• Do you have at least 6 months of experience in a call centre or customer service environment?Ideal Answer: Yes
• Are you able to work shifts aligned to Canadian business hours (including possible evenings/weekends)?Ideal Answer: Yes
• Have you worked in banking, financial services, or fraud/disputes before? (Nice to have, not mandatory)Ideal Answer: Yes
• Are you comfortable handling sensitive customer information and following strict compliance protocols?Ideal Answer: Yes