204 On Call jobs in South Africa

Deposita a leading cash & payment solutions company, has a vacancy for a Call Centre Consultant based at our Head Office in Midrand, Gauteng reporting to the Call Centre Team Leader.

This role is responsible for handling client inquiries, logging job cards, ensuring adherence to service level agreements (SLAs), monitoring systems, and compiling client reports. Reporting directly to the Call Centre Team Leader, you will also be responsible for ensuring compliance with company policies, applying industry best practices, and exercising sound judgment to consistently deliver high-quality customer service.

We welcome applications from all suitably qualified candidates, but SA citizens will have a distinct advantage.

Please note this role requires working shifts and weekends as well

Main Responsibilities

Effective incident management

• Ensure that all telephone calls are dealt with professionally, efficiently and in accordance with laid down procedures.
• First Call Resolution
• Administrative tasks including database management.
• Ensure that accurate records are kept and all calls are logged and data stored to enable reports to be generated for analysis by the Management Team.
• Deal with all incidents & emergencies according to laid down escalation procedures.

Monitoring

• Application Knowledge for Support
• All Vendors Service Level Management Adherence
• Device connectivity

SLA Management

• The logging of all requests via telephone and email accurately into the Journey System.
• Manage end to end all calls logged and provide updates to keep customers informed.
• Use the required dashboards or views to track and escalate issues seamlessly.
• Escalation and management of calls to agreed SLA's
• Avoid requests from breaching targets to meet client's expectations

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meeting/committee/representative/management
• Attend safety education and refresher programs
• Comply with safety policies and procedures at the workplace
• Distribute safety information as and when required

Qualification and Experience

• Grade 12 / Matric Equivalent
• A relevant tertiary qualification, such as a diploma or degree in Customer Service, Communications, Banking or a related discipline
• A minimum of 1–2 years' experience in a customer service or similar role
• Excellent telephone etiquette and interpersonal skills

Skills and Attributes

• Proficient Computer Literacy (Google Workspace / Microsoft Office)
• Strong verbal and written communication abilities
• Proven conflict resolution skills and emotional intelligence
• Solid business numeracy and a keen eye for detail
• Delivering great customer service

Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.

Cape Town, ZA

JOB TYPE
Full-Time

SALARY
Commensurate

Position Overview
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are looking for a dynamic, results-oriented
Call Center Trainer
to join our team. This role involves designing, delivering, and evaluating training programs that equip employees with the skills, knowledge, and confidence to thrive. The ideal candidate is passionate about learning and development, adept at engaging diverse audiences, and committed to fostering an environment where individuals can reach their full potential. If you enjoy making learning interactive, impactful, and enjoyable, we'd love to hear from you.

Start date: 22 September 2025
This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities
POSITION RESPONSIBILITIES

• Design, update, and implement comprehensive training programs for both new hires and experienced employees.
• Lead training classes for new Payables line of business (LOB), ensuring alignment with operational goals and learner needs.
• Facilitate engaging and learner-centered training sessions across classroom, virtual, and blended formats.
• Evaluate learner progress and training effectiveness using assessments, feedback, and performance metrics.
• Collaborate with leadership, department heads, and subject matter experts to tailor training to business needs.
• Stay informed on industry best practices, adult learning principles, and emerging training technologies.
• Provide individualized coaching and mentoring to support skill development and career growth.
• Coordinate training schedules, logistics, and resources for smooth program delivery.
• Monitor and report on training attendance, completion rates, and performance outcomes.
• Support onboarding, leadership development, and upskilling initiatives aligned with organizational goals.

Candidate Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All Positive, And Driven Applicants Are Encouraged To Apply. The Ideal Candidates For This Position Are Highly Motivated And Dedicated And Should Possess The Below Qualities

• National Senior Certificate (NSC), Grade 12
• Certification or Diploma in Human Resources, Education, Business Management, Communications, or a related field (preferred).
• Minimum of 1–2 years' experience as a Training Facilitator, Corporate Trainer, or Learning & Development professional in a contact center environment.
• Relevant certifications in training or facilitation (e.g., Train-the-Trainer, Facilitation Skills, Learning & Development) are a plus.
• Strong understanding of the BPO industry, including operations, technologies, and customer service standards.
• Proven experience in training facilitation, corporate training, or learning and development (BPO experience highly preferred).
• Excellent communication, presentation, and interpersonal skills with the ability to engage diverse learners.
• Proficiency in training technologies and e-learning platforms (e.g., LMS, virtual collaboration tools).
• Strong organizational and time-management skills with keen attention to detail.
• Ability to inspire and foster a positive, motivating learning environment.

CONDITIONS OF EMPLOYMENT
All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation Details
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI
We understand the importance of balance and support, which is why we offer a variety of benefits that go beyond Salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team-oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

Compensation & Benefits That Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today

Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About Mci (parent Company)
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

DISCLAIMER
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

RESPONSIBILITIES

• Handle and resolve customer complaints
• Provide customers with product and service information
• Effectively deal with job stress, angry callers, and upset customers
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Answer calls professionally
• Respond to customer inquiries
• Enter customer information and update
• Process Orders accurately
• Identify and escalate priority issues
• Sell to Customers
• Route calls to appropriate resources
• Follow up customer calls where necessary
• Complete attendance registers
• Meets commitments to customers
• Other duties as assigned by management

Minimum Requirements:

Essential

• Matric
• African Languages i.e. Xhosa, Zulu, Venda, Sotho, Tshona

Skills

• 6 months Call Centre Experience
• Computer Literacy

Attributes

• Be able to listen to the customer's query and respond adequately
• Perfect telephone etiquette
• Able to handle irate customers
• Able to multitask