Chat Agent

Cape Town CBD
Salary: R5 000.00 - R7 000.00 Per Month
Job Type: Contract
Sectors: Call Centre Telecommunications
Benefits: Training Parking Maternity Leave
Reference: 2321623

Apply before Jan 16 2026 | 41 Days left

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Vacancy Details

Employer: Merchants SA Pty Ltd

Position Overview

As an International Call Centre Agent (Customer Service Representative), you will act as a Brand Ambassador, serving as the first point of contact for customers. We are seeking individuals who have a strong passion for customer service, enjoy problem-solving, and are committed to delivering an exceptional experience in every interaction.

Key Responsibilities

Provide first-class service by assessing and responding to customer needs with sound judgment and professionalism.
Handle customer inquiries and complaints with care, accuracy, and a solutions-driven approach.
Manage complex customer issues in an informed and responsible manner, utilizing available resources.
Complete call documentation accurately, including call history, customer follow-ups, and escalations where necessary.
Stay up to date with programs, processes, and product knowledge through continuous learning.
Maintain strict confidentiality of customer information in compliance with legislation and company guidelines.
Uphold company values by demonstrating tact, diplomacy, and empathy in every customer interaction.

Required Skills

Call Center

Candidate Requirements

Requirements

Matric / NQF Level 4 qualification.
Previous experience in an international call centre environment is essential.
Background in the Call Centre/or retail industry will be considered an advantage.
Strong oral and written communication skills (including typing, spelling, and grammar).
Ability to adapt to change, learn new skills quickly, and apply knowledge effectively.
Computer literacy with advanced PC skills and the ability to navigate multiple systems.
Positive attitude, teamwork skills, and professional demeanor.
Proven ability to handle sensitive or complex customer issues in line with policies and best practices.
Willingness and availability to work flexible shifts as required.

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About Merchants SA Pty Ltd

About us:

Who We Are

At Merchants, we are a leading partner in customer experience and business process outsourcing (BPO). Our mission is to deliver outstanding customer service through digitally enabled, human-centred interactions. What sets us apart is our strong belief that People Matter. This principle guides everything we do—placing our employees, clients, communities, and partners at the heart of our business.

A Career That Matters

Joining Merchants means more than just starting a new job—it means becoming part of a purpose-led organisation that values your growth and wellbeing. We are proud to have been recognised as a Top Employer in South Africa for seven consecutive years, and we remain the only BPO provider in the country to hold this achievement. With a team of over 5,000 employees based in Johannesburg, Pretoria, Cape Town, and Durban, we offer real opportunities for development, internal progression, and long-term career success.

A Culture of Collaboration and Care

At Merchants, you’ll find a workplace culture rooted in openness, collaboration, and inclusivity. We believe in working together, celebrating shared success, and supporting one another. Now operating as part of the global NTT brand, following the integration of Dimension Data in 2020, we combine the strength of international expertise with the warmth and support of a people-first, South African-led environment. This balance provides our employees with both global exposure and local relevance.

Our Journey and Expertise

Merchants was founded in the UK in 1981 and became part of Dimension Data in 1997. Today, we operate under the NTT brand—a global leader in technology and business solutions. With NTT’s backing and innovation capabilities, we have grown into a trusted specialist in contact centre services and consulting. Our tailored solutions span inbound customer service, outbound sales, and back-office processing. We proudly support both B2B and direct-to-consumer clients across industries such as telecommunications, insurance, banking, airlines, retail, and internet service providers.

What Drives Us

Our approach is grounded in two core commitments: building sustainable futures for our people and delivering simple, positive, and exceptional customer experiences. We don’t just serve our clients—we create meaningful, long-term partnerships. Through insight, innovation, and genuine collaboration, we deliver measurable value and lasting impact.

Why Choose Merchants

When you join Merchants, you're joining a company that truly invests in you. We support your ambitions, recognise your contributions, and give you space to grow. This is a place where your voice is heard, your work has meaning, and your potential is realised.

If you’re passionate about delivering great customer experiences and looking to build a future with a company that puts people first, we’d love to have you on the journey.