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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 manage and develop a central data source for Business Intelligence across Merchants.

1. 1. System development and management

• Plans and develops a single automated platform for all Business Intelligence across Merchants.
• Analyzes business requirements and ensures the database platform is stable, functional and available
• Equips all operations to utilize the system and interpret the information it provide
• Documents all system processes, policies and procedures related to databases and statistical information ensuring standardisation across Merchants

1. 2. Reporting

• Develops and automates reports that indicate the Merchants organisations performance
• Creates reports which facilitate decision-making for Merchants
• Facilitates the process of information analysis and report development for the Business units
• Identifies best practices in report design and automation
• Researches business intelligence tools that are appropriate for Merchants
• Provides business intelligence support to enable Business Improvement

1. 3. People Management

• Leadership
• Leads by example in living the values of the organisation
• Ensures the department is fully equipped to handle the work load and distribute work flow
• Coaches to ensure a full understanding of consequences of errors
• Creates an environment that fosters team work and co-operation amongst team members
• Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
• Communicates effectively, building and maintaining relationships
• Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
• Attraction & Selection
• Ensures appropriate staffing and action accordingly
• Identifies need for creation of position and forward recommendation to direct manager and HR
• Selects and places candidates in terms of agreed recruitment and selection process
• Retention
• Develops and empowers people, recognizing and rewarding value-added performance
• Training and Development
• Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

• Monitors implementation of training needs as per individual development plans
• Career Pathing and Succession Planning
• Identifies, manages and develops talent
• 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

Requirements

• B.Comm Information Systems or BSc Computer Science
• 5-8 years Business Intelligence design experience including 2 yrs Data warehousing automation experience and 3 yrs SQL experience

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.

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

The purpose of this role is to deliver operations reports, import date into templates provided and develop reports that will assist the operations to make informed decisions.

What would make you a good fit for this role?

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

Requirements:

• Matric or NQF equivalent
• 6 months experience as an RTA or similar position
• SQL / Crystal or similar beneficial MS Access – intermediate
• Knowledge of Avaya / Genesys or similar tool
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Power BI).

What you'll be doing

Reporting and Forecasts

• Delivers timely and meaningful reporting to the Business Unit which adheres to specification
• Continuous improvement of the reports provided to the Business Unit
• Forecasts volumes and resources
• Regularly reviews and makes improvements to daily, weekly and monthly schedules which enables the operations to meet targets
• Monitors and advises on attrition and headcount requirements
• Delivers short-term and long-term forecasting

Maintenance

• Collects all data to centralise in one repository
• Backs up and maintains all Management Information systems

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

As an HR Administrator Intern, you’ll support the day‑to‑day operations of the Human Service Delivery department. This internship is ideal for someone who is organized, detail‑oriented, and excited to gain hands‑on experience in HR processes.

🛠️ Key Responsibilities

• Assist with maintaining and updating employee records
• Support recruitment activities, including posting job ads and scheduling interviews
• Help onboard new employees and prepare documentation
• Provide administrative support for HR projects and initiatives
• Respond to basic employee inquiries and direct them to the right HR contact

🎓 What We’re Looking For

• Human Resources Qualification (N6 Certificate, Diploma or Degree)
• Strong organizational and communication skills
• High attention to detail and ability to handle confidential information
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• A proactive attitude and willingness to learn
• Must have NO Working Experience
• Must be between the ages of 18 to 34 years old
• Must be a South African citizen
• Must be computer literate (MS Office and MS Outlook)

🌱 What You’ll Gain

• Practical experience in core HR functions
• Exposure to HR administration, onboarding, and employee relations
• Mentorship from experienced HR professionals
• A collaborative, international work environment
• 12-month learnership opportunity

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 monitor schedule adherence, identify schedule inefficiencies and flag operational service level risks.

1. Adherence Monitoring

• Monitors daily absenteeism.
• Monitors non-adherence and communicates out-of-line situations
• Identifies issues that may impact the site’s ability to meet service levels in real time
• Reviews performance across skill sets and recommends real time changes that will improve site performance

2. Reporting and administration

• Accurately captures exceptions and real time reporting
• Produces accurate daily Workforce Management performance reports to various levels of management covering all areas of the business
• Produces daily and weekly Absenteeism Reports
• Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

Requirements

• Matric or equivalent
• 2 years Agent experience
• Understanding of ACD reporting
• MS Excel – intermediate

Banking Call Centre Agent 

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

Join 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 Debt Collections 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 Debt Collections 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.

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 accurate reports for operations and control the quality of delivery to Business Units. This position also conducts analytics to advise on process information and functionality.

1.Database and Report Management
•Identifies relevant sources of data from which to draw information
•Agrees specification format with stakeholders
•Gathers and collates information into a report and ensures accuracy
•Ensures accuracy of exception capturing and real time reporting
•Setup and design reports accordingly to stakeholder requirements
•Document MI SOP for all supported Business Units
•Ensure MI Administrators are suitably skilled on designed reports, and handover management of MI SOP
•Clearly documents stakeholder requirements for new/amended report requirements
•Extracts data into correct format from SQL / Other data sources
•Provides recommendations to stakeholders on effective data capturing and storage to ensure timely delivery of reporting
•Conducts ongoing monitoring of data sources to ensure efficient delivery of data to stakeholders
•Manages and maintains the daily delivery and validation of operational reporting for various business units
•Designs operational report requirements in Power BI for the relevant Business Units
•Attends meetings and act as the interface between the Data Engineer and Data Analysts, effectively communication changes and issues that need to be addressed

2.Stakeholder Management
•Attends stakeholder meetings as required, provides feedback on progress and recording issues that need attention
•Provides feedback to BI Team on areas of concern that need focus
•Effectively communicates changes/updates to all stakeholders as applicable
•Provides direction to stakeholders on required reporting within the context of Enterprise Information Platform
•Effectively communicate and work with the Data Analysts and Data Engineers to design new data requirements that fall outside of the currently available dataset

3.Analysis
•Interprets data to identify trends and risks
•Explores and identifies reasons for trends
•Analyses and documents business processes, including recommendations for improvement against the identified weakness
•Provide trend analysis and recommendations to relevant stakeholders as applicable

4.Data Security
•Maintains data standards in accordance with business requirements, Dimension Data and Merchants policies and the data protection legislation
•Works in accordance with the security information requirements and procedures of the company
•Controls access to databases environments through permissions and privileges

Requirements
•2 years Information Management experience, preferably in a Call Centre
environment
•Understanding of databases and data frameworks
•Proficiency in excel advanced
•Proficiency in SQL Scripting and SQL Server
•Proficiency in SQL Server
•Proficiency in SSIS/SSMS
•MS Power Query Advanced
•Min of 2 years MS SQL experience
•Database Design