Listings

Join Our Team as a Call Centre Agent (Customer Service Representative)
Location: JHB CBD | Shift Work: Rotational, including nights & weekends
Are you passionate about helping others? Do you thrive in fast-paced environments and love solving problems? If yes—we want YOU on our team!
________________________________________
What You'll Do
As a Call Centre Agent, you’ll be the friendly voice customers rely on. You'll handle queries with professionalism and empathy, ensuring every interaction leaves a positive impression.
Your daily role will include:
•  Resolving customer queries related to billing, connectivity, and general services
•  Providing tailored solutions and identifying upselling opportunities
•  Capturing call details accurately and efficiently
•  Mastering product knowledge to confidently assist every customer
•  Always delivering service with care, patience, and a smile—even over the phone!
________________________________________
What You Bring
•  Matric / NQF Level 4
•  6+ months experience in a customer service or call centre role (preferred)
•  Fluency in English, Zulu & Sotho or/and Afrikaans
•  Excellent communication, multitasking, and problem-solving skills
•  Availability for rotational shifts, including weekends and public holidays
•  A positive, can-do attitude and a genuine passion for helping others
_____Work Hours
•  7-day week, including weekends & holidays
•  Rotational shifts 
•  Dynamic and supportive team environment

Ready to Apply?
If you're resilient, tech-savvy, and ready to make a difference—this is your opportunity to shine in a high-energy, people-first call centre.
Apply now and be part of a team that’s powered by purpose and driven by passion.

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 escalationsproblems 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).
• Basic Apple Mac knowledge an advantage
• A+ and N+ an advantage
• MCSE & CCNA an advantage

Additional requirement
Able and willing to work in a night shift environment

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

The HR Consultant is responsible for providing overall HR support to the business areas as well as ensuring that HR policies and practices are implemented in line with best practice and Group standards.

Requirements

• Completed or studying towards an HR diploma/degree
• Minimum 2-3 years, HR experience
• Knowledge of LRA
• Knowledge of BCoE, SDA

Additional requirements

• French written and verbal fluency, suitable for an international client
• Willing to work evening shifts
  

What would make you a good fit for this role?

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

What will you be doing?

1. 1. Recruitment and Induction

• Assists management with the development of Job Profiles and Specifications
• Delivers on recruitment requirements for the business areas
• Ensures all new employees are taken through an induction

1. 2. Administration and Reporting

• Completes all letters, contracts, benefits documentation in an accurate and timely manner
• Provides regular and thorough HR reporting back to the Head of HR and the Business areas as required
• Addresses all payroll issues in a timely manner
• Updates the HR systems with all relevant information
• Updates headcount and attrition reports and maintains an accurate staff list at all times

1. 3. Industrial and Employee Relations

• Advises on, and implements disciplinary processes as required and in accordance with legislation and company policy
• Supports and ensures preparedness of line management in disciplinary matters
• Documents and minutes the results of all disciplinary hearings
• Brings any out-of line situation to management’s attention

1. 4. Performance Management

• Advises and ensures implementation of performance management through the People Dimension System for all permanent staff on the DD payroll
• Rolls out HR initiatives as required for Group HR and Merchants

1. 5. Employee Well-being

• Informs line mangers in respect of advisory services available to employees
• Co-ordinates wellness day activities
• Recognizes new trends and patterns of behavior and alerts management

Purpose of Role

To provide excellent customer services within the automotive banking industry, by recovering and maintaining accurate records, provide exceptional services and resolve discrepancies in accounts.

Knowledge & Education:

• Essential: Matric/NQF Level 4.

Experience:

• A minimum of 12 months Customer Service experience. (Ideally from banking or early stage collections environments)
• Contact Centre experience (preferable)
• Collections experience (preferable)
• Soft Sales experience (preferable)

Skills:

• Technical Proficiency: Computer literacy, ability to navigate the internet, and working knowledge of Microsoft Excel, Word, and Outlook.
• Communication: Excellent English proficiency in speech and writing.
• Efficiency: Typing speed of 25 wpm.
• Versatility: Multi-tasking ability.

Shifts / Working Hours:

• Flexibility: Willingness to work in a rotational night-shift environment (24/7/365).
• Convenience: Predominantly night work aligned with US times and client requirements, with free transport provided during unsociable hour,  within a 10km radius from site
• 9.5-hour shifts (of which 8.5 hours paid) anywhere between 11am and 9am.
• 5 days on 2 days off (not consecutive).

Background Verification Checks:

• Integrity: Clear credit and criminal record.

If you are ready to make a difference and join a team that values excellence, we encourage you to apply! Be part of a company that supports your growth and offers a vibrant work environment. Apply now and take the first step towards an exciting career with Capital One!

We're Hiring: WFM Scheduler

Location: Johannesburg CBD

Are you passionate about precision, planning, and performance? Join our vibrant and youthful Customer Services team as a WFM Scheduler! We’re on the hunt for a confident, proactive individual with at least 6 months of experience in workforce planning, scheduling, or forecasting.

 What You’ll Do:

• Develop agent shift schedules across various lines of business ( ±120–130 seats)
• Monitor adherence to workforce plans in a dynamic, customer-centric environment
• Collaborate closely with team leaders, operations, and WFM specialists
• Contribute to improving service levels and agent efficiency

What We’re Looking For:

• Minimum 6 months experience in workforce scheduling/planning/forecasting
• Matric/ NQF level4
• Proven ability to communicate effectively and drive improvements
• Experience in BPO or telecommunications industries (advantageous)
• Strong Excel skills and knowledge of workforce tools such as Genesys or Verint
• Team player with a bold voice—someone who engages, challenges, and contributes

Why Join Us?

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

Apply now and shape the future of workplace

Join Our Team as a Call Centre Agent (Customer Service Representative)
Location: JHB CBD | Shift Work: Rotational, including nights & weekends
Are you passionate about helping others? Do you thrive in fast-paced environments and love solving problems? If yes—we want YOU on our team!
________________________________________
What You'll Do
As a Call Centre Agent, you’ll be the friendly voice customers rely on. You'll handle queries with professionalism and empathy, ensuring every interaction leaves a positive impression.
Your daily role will include:
•  Resolving customer queries related to billing, connectivity, and general services
•  Providing tailored solutions and identifying upselling opportunities
•  Capturing call details accurately and efficiently
•  Mastering product knowledge to confidently assist every customer
•  Always delivering service with care, patience, and a smile—even over the phone!
________________________________________
What You Bring
•  Matric / NQF Level 4
•  6+ months experience in a customer service or call centre role (preferred)
•  Fluency in English, Zulu & Sotho or/and Afrikaans
•  Excellent communication, multitasking, and problem-solving skills
•  Availability for rotational shifts, including weekends and public holidays
•  A positive, can-do attitude and a genuine passion for helping others
_____Work Hours
•  7-day week, including weekends & holidays
•  Rotational shifts 
•  Dynamic and supportive team environment

Ready to Apply?
If you're resilient, tech-savvy, and ready to make a difference—this is your opportunity to shine in a high-energy, people-first call centre.
Apply now and be part of a team that’s powered by purpose and driven by passion.

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!

Purpose of Role
To deliver customer services within the BPO industry, inspiring confidence in their ability and confidentiality of customer information being dealt with.

First point of contact customers; taking inbound and/or outbound calls for, among other things, responding to customer enquiries, handling product requests, customer contact fulfilment, handling customer complaints and claims, and processing documentation, where relevant.

Experience Essential
6 months Customer Service

Skills Essential
Computer Literacy,

Excellent English proficiency in speech and writing,

Multi-Tasking ability,

Working knowledge of Microsoft Excel, Word and Outlook,

Typing Speed 25wpm,

Experience Preferential
12 months contact centre.

Education:

Matric Certificate/NQF L4

Position Overview:
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 fulfill 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
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Speaks English, Zulu, Sotho
• Able and willing to work rotational shifts
• 10 Hour shift including 1 hour lunch break (9 hour productive shift)
• Saturday, Sunday and Public Holiday
• 6 DAY SHIFT ROTATION (6am to midnight) within those parameters
• Graveyard rotation 
• Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
• Interactive customer service environment required.
• Related experience in the food and/or retail industry considered an asset.
• Strong and developed oral and written communication skills, including typing, spelling and grammar.
• Demonstrated ability to implement change efforts.
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
• Advanced knowledge of PCs and familiarity with system navigation.
• Positive attitude and demonstrated ability to get along with others.
• Professional, empathetic and naturally caring conversational style.
• Display tact and diplomacy in handling all levels of customer interaction.
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
• Ability to work all required shifts.

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