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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 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.

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

Communication and Feedback

Conduct team briefs as scheduled by the work force management team and in line 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

Reporting and Administration

Sign off Agent’s 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

Customer Satisfaction

Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback

Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate

Drive teams’ performance on systems and all metrics in accordance with the contractual obligation

Requirements

1 year Call Centre experience

6 – 12 months Team Leader/Supervisory experience

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

 The role is accountable for driving new and renewal Annual Contract Value (ACV) revenue and gross profit growth through the sale of Business Process Services and Contact Centre of the future solutions across South Africa and the MEA region. The role embeds the operating model, enforces governance guardrails and ensures commercially viable, operationally executable sales outcomes.

Minimum Requirements:

• A minimum of 5 years experience selling large, complex outsourcing contact centre solutions/services including professional services / consulting at an Enterprise level with a proven track record in consistently achieving/exceeding targets

• Or a minimum of 5 years experience as a Senior Manager within a contact centre, with a willingness to sell large, complex outsourcing contact solutions/services.

• Strong understanding of the business challenges facing organisations in relation to the BPO contact strategy and customer management

• A track record of identifying and closing opportunities.

What you'll be doing

1. Sales

• Identifies and drives Business Process Services (BPS) and Contact Centre of the Future sales opportunities through external channels against defined ACV, renewal and gross profit targets

• Defines, structures and develops commercial proposals through the appropriate engagement and solution design model

• Identifies the appropriate internal decision-making forums to facilitate effective, timely and compliant commercial decision making

• Presents sales proposals to the appropriate level of prospective client management in order to secure new and renewal of accounts

• Identifies commercial, operational and delivery risks and ensures mitigation through defined BPS governance processes and protocols

• Leads negotiations in respect of all commercial propositions to secure favourable contractual, pricing and risk outcomes for the business

• Drives the end-to-end sales process from opportunity identification through to contract finalisation

• Reports on progress towards achieving revenue, margin and pipeline targets and ensures delivery against agreed financial goals

• Provides visible senior sales leadership, support and subject matter expertise on strategic opportunities across South Africa and MEA

• Secures and maintains an appropriate pipeline of qualified opportunities and leads the development of channels to support future growth

• Ensures effective transition from sales to operations by briefing delivery stakeholders and supporting governance during handover

2. Research and Analysis

• Develops and refines engagement models and solution offerings aligned to market demand and client needs

• Develops and maintains an in-depth understanding of the South African and MEA Contact Centre and BPO market dynamics

• Researches and analyses competitor offerings, pricing models and delivery methodologies to identify and leverage differentiation

• Researches prospective client businesses, including operating models, decision-making structures and organisational influences

• Attains and maintains expert knowledge of the BPS and Contact Centre solution portfolio

3. Operations Transitioning and Governance

• Develops and refines engagement models and solution offerings aligned to market demand and client needs

• Develops and maintains an in depth understanding of the South African and MEA Contact Centre and BPO market dynamics

• Researches and analyses competitor offerings, pricing models and delivery methodologies to identify and leverage differentiation

• Researches prospective client businesses, including operating models, decision making structures and organisational influences

• Attains and maintains expert knowledge of the BPS and Contact Centre solution portfolio

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.

About the role:

• High-end international client
• 5 Star (luxury) Hotel
• Lucrative Salary
• Door to door transportation to be provided.
• Night shift position

What we require:

• Grade 11 or NQF Level 3.
• Criminal and credit clear.
• South African citizen
• 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 sales experience.
• 12 Months Customer Service experience. 
• Previous international call centre experience for at least 6-12 months highly advantageous.

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

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment

Minimum Requirements:

• Minimum 4 years of operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment
• Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
• Management-related qualification

What you'll be doing

Operations Management

• Manages operational costs through effective resource management
• Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
• Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
• Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
• Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
• Ensures consistency and standardisation with the client’s other operations

Client Engagement

• Maintains positive client relationships and alerts management to operational delivery issues.
• Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

People Management

• Coaches to ensure a full understanding of consequences of errors
• Creates an environment that fosters team work and co-operation amongst team members
• Ensures appropriate staffing and action accordingly
• Selects and places candidates in terms of agreed recruitment and selection process

• Training and Development

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

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

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:

• Fluent in French and English 
• 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 Customer Support Engineer is responsible for providing 1st line support for all incidents logged and to meet SLA’s to ensure that the appropriate action is taken within the scope of work of the role.

1. Query Resolution

• Develops and maintains a professional working relationship with the client on behalf of Merchants.
• Resolves all calls logged, relating to telephony, conferencing and desktop issues ensures work is completed within SLA.
• Resolve level 1 system and network issues within SLA
• Escalate level 2 system and network issues to relevant parties
• Escalates calls to the relative parties.
• Confirms Call resolution with client before resolving of the call on the IT Service Management System.
• Retrieves calls emanating from the Business unit on NICE platform or other voice loggers where applicable.
• Investigates and reports on incidents relating to server, desktop and telephony queries and systems.

•  Liaises with 3rd party vendors and 2^nd line support to resolve escalations problems and queries.

2. Standard Adherence

• Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.

• Comply to Merchants accepted ITIL based Industry best practices.

3. Administration

• Complete daily morning checks on all managed information technology platforms and systems  working towards consistent availability
• Maintains service and quality levels according to Merchants’ business standards, processes and procedures.
• Documents Standard Operating procedures and Work Instruction processes relating to Merchants and client specific systems.
• Manages the client’s expectations with regards to break-fix calls and service requests.

Requirements

• Minimum 3 years related work experience
• Technical Troubleshooting
• MCITP: Enterprise Desktop Administrator and or Support Technician on Windows 7 : preferred.
• Any experience in Avaya, and NICE would be an advantage. (This is advantageous as training will be provided)
• Mac experience an advantage
• A+ and N+ an advantage
• MCSE & CCNA an advantage

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?

We are seeking a highly organised and proactive Executive Assistant to support our Finance Director (FD).  You’ll help ensure the effective management of their daily schedule and responsibilities, organise all aspects of events, assist with office admin, and care for their team members and work partners.  A primary function of this role is to provide a comprehensive, confidential and professional service, and to maintain a discreet and confidential role in supporting the FD and occasionally the Executive Team (Exco) as well.

• Secretarial Services

• To act as the first point of contact for the FD.  Receiving calls, handling queries, dealing with staff and other external visitors, and escalating things when necessary.
• Managing the FD’s calendar and diary commitments, prioritising meetings to make effective use of time.  
• Scheduling, organising and confirming various meetings, tracking attendance, as well as booking meeting rooms and facilities as required.  
• Following up on outstanding requirements identified to ensure effective completion of tasks and commitments by both FD and their team.
• Monitors department’s entertainment expenditure and alerts FD of possible over/under expenditure.
• Managing the rewards and recognition for team as per the policy.  This includes efficient onboarding of new team members.

• Administration

• Prepare agendas, presentations and take minutes for meetings as per instruction of the FD.
• Proactively manage all important correspondence and prepare background documents as necessary.
• Performs advanced typing work when preparing business communications: produce letters, emails, PowerPoint presentations, reports, and spreadsheets where required.
• Ensuring all templates are current and being appropriately utilised.
• Preparing documents for internal signature/s and external issue as instructed.
• Prepares Purchase Order Requisitions where necessary.
• Prepares credit card reconciliations for FD and Commercial Executive.

• Event co-ordination

• Identifies venues and suppliers for finance team events and manages logistical arrangements with suppliers.
• Produces project check list for each event and manages against these requirements.
• Provides accurate specifications to suppliers to meet event requirements.
• Negotiates and manages payments to suppliers and working within the budget provided.
• Co-ordinating team’s entertainment events.
• Working with the central office entertainment committee to plan and co-ordinate office events.

• Travel co-ordination

• Organising, with the travel agency, all local and international travel arrangements for the FD and team. 
• Providing a detailed itinerary for all international travel. 
• Ensuring all aspects of travel management are handled effectively and in keeping with budgetary and policy requirements.

Education, experience and expertise required

• Matric and Diploma/Degree of any field of study. Secretarial/administration would be advantageous
• 3-5 years experience providing Executive Assistant support to executive management level
• Experience working in a diverse and busy administrative role
• Proficient with Microsoft (i.e. MS Word, Excel, PowerPoint)

Additional requirements

• Good verbal and written command of English
• Driver’s license and own vehicle

Behavioral attributes:

• Integrity
• Teamwork
• Honesty
• Learning Agility

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 provide general administrative support to the Business Area.

1. Secretarial
• Screens calls and ensures accurate and timely messages are provided
• Manages diaries
• Greets all visitors to the Business Unit
• Ensures all equipment is set up as necessary, prior to meetings
• Ensures all refreshments are appropriately organised
• Assists with all correspondence from the client

2. Administration
• Organises necessary logistics for meetings and other occasions
• Manages office stationary, supplies and place orders when necessary, managing the supplier relationship
• Completes all office filing, faxing, printing, binding, photocopying, scanning and e-mailing
• Makes travel arrangements when required
• Processes payments
• Types correspondence
• Manages and updates notice boards
• Takes meeting minutes
• Logs all facility queries, tracks and escalates where necessary
• Compiles necessary administration reports

3. Purchase Orders
• Processes all purchase orders accurately and timeously
• Files all POs according to recipients
• Ensures all cross charges are completed on a monthly basis
• Provides a record with all necessary payment information, including proof of
payments
• Assumes responsibility for the Business Unit’s petty cash
• Captures the relevant data on the procurement system

Requirements

• Minimum matric or equivalent NQF
• Minimum 2 years secretarial experience
• Advanced MS Suite

Additional Requirements

* Are you willing and able to work in a night shift environment (Monday - Friday 2pm -8am) occasionally as per client requirements working weekends