Customer Service Associate (DC-MC)

Job Title: Customer Service Associate

Location: Sandton

Job Type: Permanent, Onsite

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 are looking for a place where you can grow your career, build real-world skills, work with great people, and support customers every day, you’ll feel right at home here.

Position Overview

We are looking for enthusiastic, empathetic, and service-minded Customer Service Associates to join our frontline customer support team.

In this role, you will support customers using a leading food delivery platform, helping them with queries related to orders, payments, deliveries, promotions, and app usage. You will be part of a fast-paced, tech-enabled environment where clear communication, quick thinking, and a calm approach make a real difference.

This role is ideal for someone who enjoys helping people, is comfortable using digital tools, and wants to grow within a global customer experience business.

Key Responsibilities

Customer Support & Communication

• Support customers across phone, chat, and email in a professional, friendly, and timely manner.
• Listen carefully to customer concerns and provide clear, accurate, and helpful responses.
• Create positive customer experiences by showing empathy, patience, and ownership in every interaction.

Issue Resolution

• Assist customers with queries relating to orders, payments, deliveries, refunds, item availability, promotions, and mobile app usage.
• Troubleshoot basic platform or app-related issues and guide customers through the appropriate next steps.
• Resolve customer concerns efficiently while following agreed processes and service standards.

Internal Coordination & Escalation

• Liaise with internal teams, logistics support, and third-party partners to help resolve customer issues.
• Escalate unresolved or complex matters clearly and with urgency, ensuring accurate context is provided.
• Follow through on escalations where required to support timely resolution.

Documentation & Quality

• Accurately document customer interactions, actions taken, and outcomes in internal systems.
• Maintain a strong understanding of relevant processes, policies, and platform information.
• Ensure all interactions meet quality, compliance, and customer experience standards.

Continuous Improvement

• Identify recurring customer issues, service gaps, or trends that may impact customer satisfaction.
• Share useful feedback with Team Leaders to support service improvements and better customer outcomes.
• Contribute positively to a team culture built on learning, accountability, and support.

Qualifications

Essential:

• Minimum of 1 year’s experience in a customer service role, ideally in a high-volume or fast-paced environment.
• Excellent verbal and written communication skills.
• Strong problem-solving ability and a calm, professional approach under pressure.
• Tech-savvy and comfortable working across multiple digital platforms at the same time.
• Good attention to detail and the ability to capture information accurately.
• A genuine passion for helping people and delivering a positive customer experience.
• Flexibility to work rotational shifts, including evenings, weekends, and public holidays where required.

Preferred:

• Experience in a contact centre, BPO, e-commerce, food delivery, retail, logistics, or on-demand service environment.
• Experience using CRM, ticketing, live chat, or customer support platforms.
• Confidence supporting customers across multiple channels, including voice and non-voice support.

What We Offer

Training: Comprehensive, hands-on training to help you feel confident and prepared.

Development: Ongoing coaching, support, and learning opportunities.

Career Growth: Clear pathways to build your career within a growing global organisation.

Culture: A supportive, inclusive, and people-first environment where teamwork matters.

Impact: The opportunity to help customers every day and be part of a team delivering service with care, speed, and heart.

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

Ready to bring your energy, empathy, and problem-solving skills to a global team? Apply today and help us deliver customer experiences that make a difference.