Customer Service Associate (B)

Customer Service Associate

Location: Rosebank, Johannesburg, South Africa (Onsite)
Job Type: Fixed-Term

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you’ll feel right at home here.

Position Overview

We are seeking a dedicated and enthusiastic Customer Service Associate to join our Sandton team. In this role, you will be responsible for delivering high-quality customer support across multiple channels, ensuring every interaction is handled with professionalism and efficiency.

You will play a key role in resolving customer queries, maintaining accurate records, and contributing to overall customer satisfaction. This is an onsite, client-facing role requiring flexibility to work across rotational shifts, including evenings, weekends, and public holidays.

Key Responsibilities

Customer Support & Interaction

• Engage with customers via phone, email, and chat to address inquiries and provide accurate information.
• Deliver professional and empathetic customer service in every interaction.

Issue Resolution

• Identify, troubleshoot, and resolve customer issues efficiently.
• Escalate complex queries where necessary to ensure timely resolution.

Product & Process Knowledge

• Maintain a strong understanding of products, services, and policies.
• Apply this knowledge to provide accurate and relevant support to customers.

Documentation & Reporting

• Accurately capture customer interactions and transactions within internal systems.
• Maintain clear and detailed records for reporting and future reference.

Follow-Up & Customer Satisfaction

• Conduct follow-ups to ensure customer issues are fully resolved.
• Provide additional support where required to enhance the customer experience.

Feedback & Continuous Improvement

• Gather and share customer feedback to support service and process improvements.

Compliance & Standards

• Adhere to company policies, procedures, and regulatory requirements.
• Ensure all interactions meet quality and compliance standards.

Qualifications

Essential

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Good problem-solving ability and attention to detail.
• Basic computer literacy and ability to work with CRM systems.
• Ability to work independently and as part of a team.
• Flexibility to work rotational shifts, including evenings, weekends, and public holidays.

Preferred

• Previous experience in a customer service role.
• Experience within a BPO or contact centre environment.
• Exposure to CRM or customer support systems.
• Post-matric qualification (certificate or diploma).

What We Offer

• Work Model: Onsite role based in Sandton, Johannesburg.
• Development: Comprehensive training and ongoing learning opportunities.
• Career Growth: Clear pathways for progression within a global organisation.
• Culture: A collaborative, inclusive, and people-first environment.
• Perks/Benefits: Competitive salary and exposure to international client operations.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.