Call Centre Agent – Durban, KwaZulu-Natal | Merchants Recruitment
Company: Merchants Recruitment (Recruiting Partner)
Location: Durban/KZN, KwaZulu-Natal
Contract Type: Long-Term Contract
Date Posted: 5 June 2025
Requisition ID: 4087
About the Company
Merchants Recruitment is a leading talent acquisition partner in South Africa’s growing BPO sector, known for sourcing and placing skilled professionals in customer-centric roles. With operations spanning across major hubs like Johannesburg, Cape Town, and Durban, the company connects top talent with global clients, especially in the customer service and call centre industry. Merchants is committed to training, mentoring, and nurturing long-term careers in the outsourced services space.
Role Overview
Merchants is hiring dynamic and driven Call Centre Agents to join their Durban-based operations. This role is perfect for individuals who are passionate about customer care and enjoy solving problems through effective communication. As a Customer Service Representative, you will act as the first point of contact between the client and their customers, ensuring queries are resolved efficiently and professionally.
The position requires flexibility, attention to detail, and the ability to maintain composure in a fast-paced, international contact centre environment. You’ll be expected to deliver high-quality service that aligns with company values and customer satisfaction goals.
Key Responsibilities
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Deliver accurate, timely, and professional responses to customer queries and service requests
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Handle inquiries and complaints with empathy, clarity, and efficiency
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Recommend appropriate solutions using sound judgment and product knowledge
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Maintain detailed call history and documentation after each interaction
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Follow escalation procedures and ensure follow-through on unresolved cases
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Keep updated on program and system changes through ongoing training
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Adhere to data protection laws and ensure the confidentiality of all customer information
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Assist in continuous improvement initiatives and contribute to the positive team culture
Minimum Requirements
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Matric Certificate / NQF Level 4 qualification (compulsory)
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Minimum 6 months of contact centre experience
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At least 6 months of customer service or client-facing experience
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Proficient in English and at least one of the following: Zulu, Sotho, or Afrikaans
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Must be based in or near Durban, KwaZulu-Natal
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Must be available to work rotational shifts, including weekends and public holidays
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Able to work a 10-hour shift (9 productive hours + 1-hour lunch break)
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Comfortable with 6-day shift rotation between 6:00 AM and midnight
Preferred Skills and Experience
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Prior experience in international customer service or a global call centre
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Experience in the food, retail, or hospitality industries is an added advantage
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Strong communication skills, with excellent grammar, spelling, and writing ability
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Ability to adapt to change and embrace continuous learning
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Familiarity with PC navigation, call centre tools, and CRM systems
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A naturally empathetic, professional, and solutions-driven approach to client interactions
What the Company Offers
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Long-term contract with consistent scheduling in a stable environment
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In-depth onboarding and continuous training for personal and professional development
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Work within a vibrant and multicultural team
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Opportunity to join one of South Africa’s top employers in the BPO sector
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Pathways for internal promotion and long-term career growth in the customer service industry
Equal Opportunity Statement
Merchants Recruitment is an equal opportunity employer that embraces diversity and inclusivity. All qualified applicants will be considered, and the company encourages young professionals, graduates, and multilingual candidates to apply. Employment decisions are based on qualifications, merit, and business needs.
How to Apply
To apply for this position, click on the “Apply Now” button on the official platform or visit the Merchants Recruitment section on our website. Be sure to upload a current CV that highlights your experience, skills, and availability.
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