Job Description

Job Title: Service Delivery Associate

Location: Sandton

Job Type: Permanent

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 Quantanite

Quantanite is a global customer experience and digital solutions partner that combines cutting-edge AI with human expertise to deliver exceptional customer outcomes. Headquartered in London and operating across four continents, our team of over 2,000 professionals supports some of the world's fastest-growing brands by helping them scale efficiently, improve operational performance, and enhance customer experiences.

At Quantanite, we believe exceptional service is driven by the combination of innovative technology and talented people. Through our proprietary AI solutions, continuous learning opportunities, and collaborative culture, we empower our employees to make a meaningful impact while advancing their careers.

Job Summary

The Service Delivery Associate is responsible for delivering operational and customer support services within a fast-paced BPO technical support environment. This role focuses on managing inbound and outbound customer interactions, processing service requests, coordinating service activities, performing follow-ups, and maintaining high service delivery standards in alignment with client expectations and operational KPIs.

The successful candidate will ensure timely resolution of customer requests, maintain accurate documentation and tracking, support workflow management activities, and contribute to overall service level performance and customer satisfaction.

Key Responsibilities

Customer Support & Service Delivery

• Handle inbound and outbound customer interactions professionally and efficiently.
• Manage customer check-ins, check-outs, and service-related requests.
• Provide customer support across multiple communication channels, including phone, chat, and email.
• Conduct customer follow-ups and callbacks as required.
• Manage customer communications through collaboration platforms such as Microsoft Teams and Slack.
• Ensure a positive customer experience by providing timely, accurate, and professional support.

Request Processing & Operational Support

• Process complex and transactional customer requests accurately and within agreed Service Level Agreement (SLA) requirements.
• Monitor, update, and maintain operational tracking sheets, including:
• Pending Technical Notes
• Holds
• Lifts
• Voicemails
• Current Day Work Orders
• Perform tracking and reporting activities to ensure accurate operational updates.
• Conduct pre-calls and support operational readiness activities.
• Assist with depot-related reporting and service coordination requirements.
• Maintain accurate records and ensure all activities are documented correctly.

Queue & Workflow Management

• Maintain adherence to assigned queues, schedules, and operational responsibilities.
• Support workflow efficiency by prioritizing urgent customer requests and service tickets.
• Monitor outstanding requests and ensure appropriate follow-up actions are completed.
• Collaborate with Team Leaders and internal departments to resolve escalations and operational challenges.
• Contribute to achieving team performance targets and service delivery objectives.

Compliance & Quality Assurance

• Maintain consistently high standards of customer service, professionalism, and communication.
• Adhere to attendance, scheduling, break, productivity, and performance requirements.
• Follow company Standard Operating Procedures (SOPs), compliance guidelines, and client-specific processes.
• Ensure accurate system updates, record keeping, and documentation across all required platforms.
• Support quality assurance initiatives by maintaining accuracy and attention to detail.

Systems & Tools Management

• Effectively utilize operational systems and platforms, including:
• IFS
• Sunbelt
• Microsoft Teams
• Content Guru
• Slack
• Escalate technical issues, system challenges, or access-related concerns promptly.
• Maintain proficiency in required systems to support efficient service delivery.

Required Skills & Competencies

• Strong verbal and written communication skills.
• Excellent customer service orientation with a focus on customer satisfaction.
• Ability to multitask and manage competing priorities in a high-volume BPO environment.
• Strong organizational and time management skills.
• High attention to detail and effective problem-solving abilities.
• Ability to work rotational shifts within a 24/7 operational environment.
• Ability to work effectively as part of a team while demonstrating independence when required.
• Ability to remain calm and professional under pressure.

Preferred Qualifications & Experience

• Matric / Grade 12 or equivalent.
• Previous experience within a BPO, customer service, service desk, or technical support environment.
• Experience managing service requests, ticketing systems, or workflow management tools.
• Exposure to operational reporting and service coordination activities.
• Basic technical troubleshooting knowledge would be advantageous.

What We Offer

• Work Model: Onsite role based in Sandton, Johannesburg.
• Development: Comprehensive onboarding, product and process training, and ongoing support to build technical and customer service capabilities.
• Career Growth: Opportunities to develop within customer operations, technical support, quality, training, or team leadership pathways.
• Culture: A collaborative, inclusive, and people-first environment where service excellence and continuous improvement matter.
• Perks & Benefits: Competitive salary and benefits aligned to role level and location.

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

Connecting People, Solving Problems, Delivering Results