Job Description

Customer Service Associate

Location: Sandton, Johannesburg, South Africa (Onsite)

Job Type: Fixed-Term Contract

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 technology 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 at Quantanite!

Role Overview

As a Customer Service Associate, you will be responsible for delivering exceptional customer service by managing and processing customer orders and inquiries across multiple communication channels, including telephone, email, and web portals.

You will serve as the primary point of contact for customers, ensuring their queries are handled professionally, efficiently, and timeously. Your role will involve resolving product and service-related issues, assisting with orders, and creating positive customer experiences that drive satisfaction and retention.

Key Responsibilities

• Respond proactively and professionally to customer inquiries via phone, email, and online channels.
• Manage and process customer orders, including order entry, tracking, and follow-ups.
• Resolve product and service-related issues by identifying problems, explaining solutions, and ensuring timely resolution.
• Assist customers with online ordering and provide accurate, detailed product information.
• Maintain up-to-date knowledge of products, services, pricing, and promotions.
• Collaborate with internal departments, including order entry, billing, and manufacturing, to fulfil customer requests.
• Meet or exceed call centre performance targets, service level agreements (SLAs), and customer satisfaction goals.
• Participate in training, coaching, and development sessions to continuously improve performance.
• Support special projects and assist with updating pricing and promotional materials when required.
• Assist customers with placing orders, tracking shipments, and processing returns or exchanges.
• Resolve customer queries relating to sizing, customisation, product availability, and payments.
• Escalate unresolved or complex issues to supervisors or relevant departments when necessary.
• Ensure all customer interactions are handled with professionalism, empathy, and attention to detail.

Required Skills & Qualifications

• High school diploma or equivalent qualification required; a college degree or relevant experience will be advantageous.
• 1–2 years of customer service experience, preferably within a high-volume call centre environment.
• Excellent verbal and written communication skills.
• Strong problem-solving, interpersonal, and technical skills.
• Ability to multitask and navigate multiple software systems efficiently.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and customer service platforms.
• Customer-focused mindset with a passion for delivering excellent service.
• Ability to work independently as well as collaboratively within a team.
• Flexibility to work extended hours during peak business periods when required.

What We Offer

Benefits

• Medical Aid allowance.
• Provident fund (self-funded).
• Group life cover.
• Funeral cover.

Training & Development

• Comprehensive training programmes to strengthen customer service and leadership skills.
• Ongoing coaching and development opportunities.

Career Growth

• Opportunities for career advancement and professional development within the company.

Work Environment

• A supportive, collaborative, and inclusive workplace.
• A people-first culture focused on innovation, teamwork, and continuous improvement.
• The opportunity to be part of a growing global organisation.

Be part of a global team where your passion for customer service makes a difference!

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