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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?

What you will be doing;

The purpose of the role is to understand our customers and how best to serve them, relevant to the market and current market trends, through training and quality management systems and by
implementing best practice methodologies.



Service delivery
• Ensures provision and achievement of all operational training requirements
• Ensures that all statutory training and reporting requirements are met
• Establishes monthly and annual training schedules based on business requirement and within resource availability and ensures compliance
• Establishes facilities standards for training delivery and ensures standards are met
• Establishes and implements all relevant policies and procedures for CX delivery
• Ensure that training days are scheduled and that the administration and logistics relating to these learning interventions are completed prior to its implementation
• Ensure Training Needs Analysis are conducted following the Merchants methodology
• Defines and develop customized programmes based on the needs they have identified
• Responsible for timeous and effective delivery of CX, product, process, systems, and behavioral training to operational and support employees
• Ensures team members’ knowledge of the business product, systems & processes is current and relevant
• Observe Facilitation and review Material to ensure delivery to the required standards
• Developing, executing, implementation, measuring and review quality improvement strategies through robust root cause problem solving and focused action management
• Verifying Quality Metrics, drive achievement of goals and trigger containment and corrective actions
• Manages delivery of customer experience programs by analyzing data to identify key priorities and aligns, training, quality program and other corrective activities to assess and address identified area

Collaboration and Optimization
• Collaborates with stakeholders to determine training requirements and priorities
• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Meets with the Operational Management team at a minimum once a month to provide feedback on quality performance, trends and focus areas
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Enhance Customer Success quality management system, informed by best practices and in
collaboration with BPS
• Working with the Operational teams, and the clients to understand data and customer needs to ensure customer experience is enhanced throughout the process and training initiatives
• Collaborates with Operations and the People Development team to ensure that competence gaps are filled.
• Identifies trends and common challenges, collaborate with peers, and makes
recommendations for solutions

Governance, Compliance and Best Practice
• Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Business and in alignment to best practice as governed by the COE
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the customer experience team to ensure compliance with acceptable standards of customer service

Escalations
• Ensures disputes and complaints are effectively investigated, managed and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

CX Reporting
• Review and analyze customer experience feedback and performance metrics, such as customer
satisfaction and NPS, identify training and other improvement opportunities and report on insights
and recommendations.
• Develops and delivers reports to meet CX, the Business Unit and Client requirements and timelines
• Identifies, establishes and conducts reporting and analysis on Business interventions, using
methodology in line with the COE and Merchants best practices, showcasing pre- and postassessment methodologies and ROI models.
• Track progress made in the implementation of recommended and actions.

• 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
  • Ensures appointments are in line with EE targets / strategy
  • 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
  
  
  Knowledge
  
  
• Minimum 4 years CX experience
  
• Experience of Training environment
• Experience of QA 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?

What you will be doing;

This position is responsible for the entire planning cycle and the management of a team of Schedulers, Real Time Administrators (RTA) and the overall contractual delivery related to the Workforce Management team.


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
• Ensures that all Human Resources policies and procedures are observed

Workforce Planning
• Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figures
• Ensures that workforce’s schedulers complete Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
• Monitors Real Time Administration team to ensure that adherence to schedule is managed by them in line with operational processes
• Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
• Identifies and highlights trends impacting call delivery, and ensures remedial plans are incorporated into planning
• Optimises headcount requirements to reduce cost without impacting operational delivery
• Analyses schedules and makes recommendations for improvement, including impact on budget
• Analyses impact of contractual changes on schedules and provides management with
information required to make decisions

Reporting and standardisation
• Provides all management reports as required by the business
• Meets regularly with other WFM managers to agree standard WFM and reporting processes and implement them on the operation


Knowledge
• Matric or equivalent
• At least 2 years workforce management experience, including people         management experience
• Computer literate (Excel– intermediate)

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.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

By joining the team, you will be relentless in delivering easy, positive, brilliant experiences for our customers. You will have the opportunity to learn from over 35 years’ experience in managing contact centre operations across the globe. We are backed by Dimension Data – a global specialist IT service and solution provider, and NTT – one of the largest telecommunication companies in the world.

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

The purpose of this role is to take responsibility for all operational level accounting functions, including monthly management accounts, budget and forecast setting and assisting with decision making around projects in the organization from a management accounting perspective.

What would make you a good fit for this role?

Requirements:

• Minimum partial completion of BCom degree
• Completed BCom degree
• 3-5 years financial experience in a services industry with annuity revenue
• ERP system experience
• Accpac and related products

What you'll be doing

Management Accounting

• Prepares for and executes month-end and year-end management accounting procedures
• Analyses monthly, quarterly and annual financial impact of any variations from actual performance to budget and forecast
• Prepares month-end variance commentary and supports operational management in finance results reviews
• Compiles required accounting packs for distribution and decision making
• Calculates the financial impact of penalty framework, gain-share models or service credits.
• Produces valid, accurate and complete financial billing with related supporting documentation and signed change controls.
• Produces all documentation related to inflationary pricing adjustments on client or vendor contracts
• Manages and resolves management accounting queries
• Provides support around finance processes, systems and procedures

Financial Analyses, Reporting and Risk Assessment

• Monitors financial risks or opportunities based on client or vendor contracts
• Analyses key financial indicators in reports, in order to identify any variances and provide insight into the reasons behind it
• Performs sensitivity analyses on operational performance to highlight any potential risks on the financial standing, profitability or investments
• Demonstrates financial and business acumen in supporting decision making in the business
• Produces business cases and scenario based modelling based on key assumptions to ensure an effective ROI

Co-ordinates budgets and forecasts

• Documents and inputs assumptions in preparing budgets and forecasts to ensure
• effective budgetary/forecast management
• Resolves and queries around budgeting/forecasting made by the business units

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

 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.

Ready to lead, inspire, and drive performance? We're looking for a dynamic Team Leader to manage a group of high-performing Agents and deliver exceptional customer service every day.

💼 What You'll Do:

• Coach and support your team to meet quality standards
• Communicate clearly and consistently
• Monitor performance and take action when needed
• Lead team briefs and feedback sessions
• Keep reports and timesheets up to date
• Resolve escalated customer queries with care
• Drive customer satisfaction through coaching and call quality

📋 What You’ll Need:

• 1+ year Call Centre experience
• Fluent in French and English
• 6–12 months in a Team Leader or Supervisory role
• Strong communication, planning, and coaching skills
• A passion for teamwork and customer service

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
• Fluency in both English and French

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.

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
• 6+ months CX experience 
• 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

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

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