Customer Service Associate (DDA)

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: Two or more years of customer service experience, or at least one year of customer service experience in a BPO environment.

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, overnight hours, weekends and public holidays as required by business needs.

Key Responsibilities

Customer Support and Communication

• Handle customer queries via phone, chat and email in a courteous, professional 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

• Resolve customer concerns relating to orders, payments, deliveries, refunds, item availability, promotions and mobile app usage.
• Provide accurate information and guidance on customer onboarding, store-order management, item availability and platform promotions.
• Troubleshoot basic platform or app-related issues and guide customers through the appropriate next steps.
• Resolve customer concerns efficiently while following established processes and service standards.

Internal Coordination and Escalation

• Collaborate with internal teams, logistics support and third-party partners to help resolve customer concerns.
• Escalate unresolved or complex matters clearly and promptly, ensuring the appropriate context is provided and suitable follow-through is completed.
• 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.
• Maintain accurate customer information and stay informed about relevant processes, policies and platform information.
• Ensure all 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. 

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