Customer Service Associate (DC12)

Job Title: Customer Service Representative
Location: Please note that this role will be based at 152 Katherine Street, Sandton, Johannesburg, South Africa — Onsite 
Employment Type: Permanent
Working Hours: US hours, including evening and overnight shifts

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 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

As a Customer Service Representative, you’ll provide frontline customer support for a popular food delivery platform, helping resolve queries about orders, payments and deliveries. Working closely with your team leader, you’ll ensure each interaction is clear, helpful and handled with care. This role suits an energetic, empathetic individual who genuinely enjoys helping people and can remain composed in a busy environment. You’ll work onsite at our Sandton office, supporting US hours through scheduled shifts that include evenings, overnight hours, weekends and public holidays.

Important Eligibility Requirement

Education & Experience

- Qualification : Grade 12/ Matric certificate only

- Work Experience: 0 to 1 year of customer service experience (specifically tailored for first-time job seekers with no prior formal work experience).

- Contact Center Experience: Not required (comprehensive training will be provided).

Skills and Competencies

- Communication: Strong verbal and written communication skills.

- Customer Care: A calm, respectful, and professional demeanor with a genuine passion for assisting customers and delivering positive experiences.

- Digital Literacy: Comfortable using computers, mobile applications, and digital tools, with the ability to learn new systems quickly.

- Detail Orientation: High attention to detail and accuracy when capturing and updating customer information.

- Problem-Solving & Learning: Proactive attitude, willingness to learn, and eagerness to develop effective problem-solving skills.

Operational Requirements

- Flexibility: Ability to work rotational shifts, including evenings, weekends, and public holidays as required by business needs.

Key Responsibilities

Customer Support and 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 demonstrating empathy, patience, and ownership during 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 and Escalation

- Work with internal teams, logistics support, and third-party partners to help resolve customer concerns.

- Escalate unresolved or complex matters clearly and promptly, ensuring that accurate context is provided.

- Follow up on escalated matters where required to support timely resolution.

Documentation and Quality

- Accurately record customer interactions, actions taken, and outcomes in internal systems.

- Build and maintain an understanding of relevant processes, policies, and platform information.

- Ensure that customer interactions meet quality, compliance, and customer-experience standards.

Continuous Improvement

- Identify recurring customer issues, service gaps, or trends that may affect 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 mutual support.

What We Offer

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

Development: Ongoing coaching, support, and learning opportunities.

Career Growth: Opportunities 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 contribute to a team delivering service with care, speed, and professionalism.

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