Merchants Recruitment Listings

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 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
• Min 6 months contact centre experience essential
• 6 months customer service experience required
• Speaks English, Zulu, Sotho or Afrikaans
• 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
• 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.
• KZN/Durban

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.

 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.