Job Description

Customer Service Associate

Location: Sandton, Johannesburg, South Africa (Onsite)

Job Type: Fixed-Term Contract

Working Hours: You will be required to work shifts scheduled at any time within a 24-hour period, including weekends, as our business operates 24/7

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 team of over 2,000 professionals helps some of the world's fastest-growing brands scale smarter, work faster, and deliver exceptional service.

We're not your typical outsourcing company. We believe great service is built on two things: smart technology and even smarter people. Through our proprietary AI tools, including MöBIUS, and our collaborative, people-first culture, we equip our teams with the tools, training, and support they need to make a meaningful impact.

If you're looking for an opportunity to grow your skills, work with an energetic team, and build your career in a fast-paced, international environment, Quantanite could be the place for you.

Position Overview

We are looking for enthusiastic, customer-focused, and motivated Customer Service Associates to join our team in Sandton on a fixed-term contract.

In this role, you will support customers across multiple communication channels, including phone, email, and chat, ensuring that every interaction is handled professionally, efficiently, and with care.

You'll play an important role in resolving customer queries, providing accurate information, maintaining detailed records, and creating positive customer experiences.

You'll also benefit from structured training delivered by an energetic and supportive team, giving you the opportunity to develop your customer service skills, build confidence, and learn the processes needed to succeed in the role.

Key Responsibilities

Customer Support & Interaction

• Respond to customer enquiries via phone, email, and chat.
• Provide professional, friendly, and empathetic customer service.
• Ensure customers receive accurate information and appropriate assistance.

Issue Resolution

• Identify and resolve customer queries efficiently.
• Investigate customer concerns and provide suitable solutions.
• Escalate complex issues to the relevant team when necessary.

Product & Process Knowledge

• Develop and maintain a sound understanding of products, services, and company policies.
• Apply training and process knowledge to provide accurate and consistent support.
• Stay up to date with process changes and service updates.

Documentation & Reporting

• Accurately record customer interactions and transactions in internal systems.
• Maintain clear, complete, and up-to-date customer records.
• Follow established procedures for documentation and reporting.

Follow-Up & Customer Satisfaction

• Follow up on outstanding customer queries where required.
• Ensure customer concerns are addressed and resolved appropriately.
• Contribute to a positive customer experience through attentive and reliable service.

Feedback & Continuous Improvement

• Identify recurring customer concerns and share relevant feedback.
• Participate in coaching, training, and performance improvement initiatives.
• Contribute to team goals and overall service excellence.

Compliance & Quality Standards

• Adhere to company policies, procedures, and applicable regulatory requirements.
• Maintain quality and accuracy across all customer interactions.
• Meet agreed performance, productivity, attendance, and customer satisfaction standards.

Qualifications & Requirements

Essential

• Matric / Grade 12 or equivalent.
• Strong verbal and written communication skills.
• Good problem-solving abilities and attention to detail.
• Basic computer literacy and confidence in using digital systems.
• Ability to work independently and collaboratively within a team.
• Willingness and availability to work rotational shifts, including days, nights, weekends, and public holidays, according to operational requirements.
• Ability to work onsite at our Sandton office.

Preferred

• Previous experience in customer service or a customer-facing role.
• Experience in a BPO or contact centre environment.
• Familiarity with CRM systems or customer support platforms.
• A post-matric qualification, certificate, or diploma.

What We Offer

• Training & Development: Structured onboarding, comprehensive training, and ongoing coaching to help you build your skills and confidence.
• Career Growth: Opportunities to develop your experience and explore future career pathways within a global organisation.
• Team Environment: A collaborative, inclusive, and energetic workplace where teamwork and continuous learning are encouraged.
• International Exposure: The opportunity to support international client operations and develop valuable customer service experience.
• Employment Opportunity: A fixed-term contract offering practical experience in a fast-paced customer service environment.

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

Turn Your People Skills into Career Skills!