Job Description

Job Title: Customer Service Associate

Location: Sandton, Johannesburg, South Africa (Onsite)

Job Type: Permanent

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 equip our teams with 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 team. In this role, you will support customers throughout their travel planning and holiday experience by handling inquiries, resolving issues, and ensuring exceptional service at every touchpoint.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat regarding holiday packages, bookings, cancellations, and general information
• Assist customers with managing travel reservations and provide updates on itinerary changes or requirements
• Resolve customer complaints and concerns with empathy, professionalism, and efficiency
• Collaborate with internal departments such as reservations, billing, and operations to ensure seamless customer service delivery
• Maintain accurate and detailed records of customer interactions and transactions
• Identify opportunities to improve the customer experience and recommend process enhancements
• Stay informed on company offerings, promotions, and travel policies to provide accurate and up-to-date information

Qualifications and Experience

Essential:

• High school diploma or equivalent qualification
• Strong verbal and written communication skills
• Excellent communication and interpersonal skills
• Good problem-solving ability with strong attention to detail
• Basic computer literacy with ability to work with CRM systems
• Ability to multitask and work efficiently in a fast-paced environment
• Ability to work independently as well as part of a team
• Flexibility to work rotational shifts, including weekends and public holidays as required

Preferred:

• Previous experience in customer service, preferably within the travel, tourism, hospitality, BPO, or contact centre environment
• Strong communication and interpersonal skills
• Exposure to CRM or customer support systems
• Familiarity with booking systems and Microsoft Office applications
• Positive, customer-centric attitude with strong multitasking abilities
• 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

AI-Assisted Recruitment Notice

At Quantanite, we believe in combining smart technology with human judgement to create a fair, efficient and consistent recruitment experience. As part of our recruitment process, we use Quest, our proprietary AI-powered recruitment platform, to help review applications and assess candidate suitability against the requirements of each role. AI supports our decisions; it doesn't replace them. Our recruitment team oversees the selection process, including interviews, assessments and final hiring decisions, because we fundamentally believe that hiring decisions require human judgement.