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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 role is to ensure that the day to day management of a CX team is in line with CX deliverables according to SOW’s & OLA’s.

1. Service delivery

• Ensure that the planning, administration and logistics to deliver CX activities ensures timeous and effective delivery of outcomes as agreed with CX manager.
• Planning of annual training schedules based on business
• Execution of the operational & statutory training and measurable achievement of learning outcomes
• Ensure Training, Quality & Coaching compliance with standards as prescribed by PBS
• Ensures team members’ knowledge of the business product, systems & processes is current, relevant and up to date.
• Ensure facilitation skills and material are delivered to the required standards

2. Collaboration and Optimization

• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Working collaboratively with the CX Manager and analysts to provide information/data, raise triggers and make recommendations for improvement accordingly.

3. Governance, Compliance and Best Practice

• Ensures that the standards of the Merchants Quality, Learning & Coaching Management Frameworks are complied with and delivered effectively within the Business.
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the CX associates to ensure compliance with acceptable standards of customer service

4. Escalations

• Ensures disputes and complaints from operational teams are investigated, responded to and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

5. CX Reporting

• Delivers data to meet CX, and the Business Unit requirements and timelines & deadlines

6. People Management

• Provide leadership and guidance to payroll administrators
• Coaches to ensure an understanding of consequences of errors
• Ensure teamwork and co-operation within the team
• Communicate Merchants objectives and alignment of the department to the objectives
• Enforce compliance to company policies, procedures, and legislation
• Development of staff to ensure best practice standards and knowledge of relevant legislation
• Ensures performance reviews are completed
• Identify poor performance and actions appropriately.

Requirements

• Minimum 1 or 2 years CX experience
• Experience of Training environment
• Experience of Quality environment

Additional Requirements

• International client experience

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 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

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 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

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 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

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 is must

Experience in Quality environment bonus

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

The purpose of this role is to lead and manage the Team Leaders within the business unit, ensuring the operational performance metrics are met.

What would make you a good fit for this role?

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

Requirements:

• Knowledge of and experience in contact centre performance metrics and reporting
• 2 years as a Team Leader

What you'll be doing

People Management

• Coaches and supports Team Leaders
• Day to day management of Team Leader performance
• Documents Team Leaders Personal Development Plans
• Regularly communicates to Team Leaders and Agents
• Develops performance promises for all Team Leaders and conducts midyear and annual reviews.
• Ensures that all Human Resources policies and procedures are observed.

Customer Relations

• Manages customer escalations and complaints.
• Ensures operational delivery is in line with contractual obligations.
• Provides input and participates in calibration sessions.

Reporting & Administration

• Provides relevant internal and external reports as per the business unit requirements.
• Analyses business data identifying and highlighting trends to the management team.
• Monitors absenteeism and adherence.
• Compiles ad hoc reports as and when required.
• Analyses operational data and takes relevant action.
• Reviews current reporting tools and suggests improvements to meet the Management Information requirements of the organisation.
• Arranges log ons for new employees.
• Ensures Agent time sheets are accurately completed and timeously submitted.

English-Speaking Customer Experience Agents

Ready to turn your communication skills into a powerful career move? Join a high-performing team supporting a top Canadian digital banking brand—where every interaction matters and your growth is a priority.

Key Responsibilities:
• Be the trusted voice for customers managing their accounts & Mastercard services
• Investigate fraud cases and resolve transaction disputes with precision
• Deliver outstanding support via phone, email, and chat
• Handle sensitive situations with empathy, professionalism, and confidence
• Work closely with fraud and internal teams to solve complex issues

Requirements:
• Fluent in English with strong communication skills
• 6–12 months experience in customer service or call centres
• Detail-driven with strong analytical thinking
• Calm under pressure and solution-focused
• Digitally confident and quick to learn new systems

Why You’ll Love It Here:
• You’re not just answering calls—you’re protecting customers
• Solve real problems and make a meaningful impact daily
• Build trust and grow your professional skillset
• Structured onboarding to set you up for success
• Real career progression opportunities
• Inclusive, diverse, and people-first culture
• Stable schedule aligned to Canadian business hours

Apply today and step into a role where your skills, voice, and ambition truly matter.

English-Speaking Customer Experience Agents

Ready to turn your communication skills into a powerful career move? Join a high-performing team supporting a top Canadian digital banking brand—where every interaction matters and your growth is a priority.

Key Responsibilities:
• Be the trusted voice for customers managing their accounts & Mastercard services
• Investigate fraud cases and resolve transaction disputes with precision
• Deliver outstanding support via phone, email, and chat
• Handle sensitive situations with empathy, professionalism, and confidence
• Work closely with fraud and internal teams to solve complex issues

Requirements:
• Fluent in English with strong communication skills
• 6–12 months experience in customer service or call centres
• Detail-driven with strong analytical thinking
• Calm under pressure and solution-focused
• Digitally confident and quick to learn new systems

Why You’ll Love It Here:
• You’re not just answering calls—you’re protecting customers
• Solve real problems and make a meaningful impact daily
• Build trust and grow your professional skillset
• Structured onboarding to set you up for success
• Real career progression opportunities
• Inclusive, diverse, and people-first culture
• Stable schedule aligned to Canadian business hours

Apply today and step into a role where your skills, voice, and ambition truly matter.

Now Hiring: Customer Service Agents

Are you passionate about delivering exceptional customer experiences? Join our team supporting a leading digital banking brand.

In this role, you will assist customers with everyday banking queries, handle fraud-related concerns, and manage transaction disputes in a fast-paced, customer-focused environment aligned with Canadian business hours.

Key Responsibilities

• Assist customers with their accounts and general banking inquiries
• Provide accurate, professional, and empathetic support via phone, email, and chat
• Investigate and resolve fraud alerts and transaction disputes
• Document cases clearly while following compliance and data security procedures
• Escalate complex cases when necessary and collaborate with internal fraud teams

Requirements

• Fluent in English (spoken and written)
• 6 months of call centre experience (banking or financial services experience is advantageous)
• Matric / NQF Level 4 
• Strong attention to detail and problem-solving skills
• Ability to remain calm and professional in sensitive or high-pressure situations
• Comfortable working with multiple systems and digital tools

Key Competencies:

• Customer-focused mindset
• Patience and empathy
• Ability to work under pressure
• Team player with a positive attitude

What We Offer:

• Base salary with performance incentives
• Training and ongoing development
• Career growth opportunities
• Supportive team environment

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?

To implement current and future orientated learning strategies in line with the company’s vision and business objectives.

1.Training Management
•Ensures the implementation and correct use of learning and assessment plans, lesson plans, assessment tools and course materials as published in its public folders
•Establishes, maintains and reviews profitable and viable external training partnerships to generate income and deliver training opportunities against pre-determined agreements
•Takes responsibility for managing national resources such as training facilities and regionally deployed facilitators
•Extracts the necessary data required for monthly reporting and contribute to the analysis of this data, measuring the various elements of the learning program and preparing it for presentation to the relevant forums
•Evaluate the impact of training on productivity and performance and report on the return on investment of learning and development interventions at the relevant forums
•Collaborates with Business Units and functional areas to ensure all defined training requirements are met
2.Training Standards and Compliance
•Ensures provision and achievement of all training requirements against the WSP
•Ensures that all statutory training and reporting requirements are met
•Establishes annual training schedules and ensures compliance
•Gains agreed sign-off of training schedule with all relevant stakeholders
•Establishes facilities standards for training delivery and ensures standards are met
•Establishes and implements all relevant policies and procedures for Training and Development
3.Design and Content Development
•Develops effective induction and onboarding programs
•Advises on the development of products and training services through consulting and designing interventions
•Responsible for understanding the combined learning requirements in the organization to create a learning strategy that will address these needs in the short, medium and long term
•Contributes to the development of new education service offerings that support the sales effort
•Identify training needs and designing new programs or customizing existing programs to meet these needs
•Defines the requirements for and researches the necessary learning programs and learning solutions.
•Manages the learning collateral development process from inception to completion, ensuring quality throughout the process
•Deploys learning solutions and track learning effectiveness in line with well-defined success criteria
•Ensures the definition and co-ordination of customized programs based on the needs identified and liaise with external providers to source the relevant programs required
•Ensures that the digital skills development platform is positioned competitively against the rest of the industry
4.Financial Management
•Inputs into the annual budget to meet the required targets and develop a strategy for income generation and expenditure to achieve budget
•
Maintains effective control of the business according to financial and operational metrics as determined during the budgeting process
•Manages costs by ensuring optimal resource utilization and develop, refine and co-ordinate efficient services delivery and operations processes
•Ensures that clients are billed according to the planned charges and ensure compliance to the procedure to purchase processes within the business
•Manages month-end reporting and apply for and manage funding and grant opportunities to meet budget and operational targets
•Manager tracks the cost of learning programs and ensures that they are in line with the agreed budget
5.Continuous Improvement
•Reviews and continuously improves the training services, ensuring it remains current and underpins the effective operation of the business
•Ensures a consistently high quality of training, services, and information for clients, participating in audits and implementing improvement items identified
•Ensures the clarity of roles and responsibilities with all employees and compliance to operational processes
•Manages the co-ordination of all regional training activities to meet commitment to courses, capacity building, financial stability, and effectiveness of the training department
•Ensures efficient management of day-to-day operations
6.People Management
•Leadership of Direct Reports
oLeads by example in living the values of the organization
oEnsures the department is fully equipped to handle the workload and distribute workflow
oBe an active part of corrective action for direct reports to ensure those correcting fully understand errors and consequences
oCreates an environment that fosters teamwork and co-operation amongst team members
oCreates awareness of Merchants strategic objectives and their alignment to the department and company objectives
oCommunicates effectively, building and maintaining relationships
oEnsures consistent compliance to company policies and procedures, corporate governance, and relevant legislation
•Attraction & Selection of Direct Reports
o
Ensures appropriate staffing and action accordinglyo
Identifies need for creation of position and forwardrecommendation to direct manager and HR
oEnsures appointments are in line with EE targets / strategy
oSelects and places candidates in terms of agreed recruitment and selection process
•Retention of Direct Reports
oDevelops and empowers people, recognizing and rewarding value-added performance
•Training and Development of Direct Reports
oContinually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
oMonitors implementation of training needs as per individual development plans
•Career Pathing and Succession Planning of Direct Reports
oIdentifies, manages and develops talent
•Performance Management of Direct Reports
oSets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs
oEnsures bi-annual performance reviews take place with direct reports
oIdentifies poor performance and takes corrective action
7.Training Material and Administration
•Manages the administration of various training online systems
•Ensures continuous content development to keep the business current in all spheres
•Reviews and updates training processes
•Develops and delivers weekly and monthly reporting as required - Manages reporting, administration, and Database management of all company training

Requirements
•Minimum 8 to 10 years training experience with an additional 5 years in Training and Development management
•Experience in a Call Centre environment.
•In-depth knowledge of all legislation pertaining to Skills Development, namely SDA, SAQA, NQF, QCTO

Additional requirment
Must have relevant qualification