Customer Service Associate (DDA)

Quantanite; Johannesburg; On-site; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Training

Development

Career growth

Culture

Impact

Job summary

Quantanite is hiring a Customer Service Representative for our Sandton office, working onsite with US hours including evenings and overnights. You will handle calls, chats and emails, resolving queries on orders, payments and deliveries while maintaining high service standards.

You will collaborate with teams, escalate complex issues, document interactions, and contribute to a positive customer experience in a fast-paced environment.

Qualifications

• Strong verbal and written communication
• Calm, respectful and professional demeanor
• Comfortable using computers and apps, quick to learn new systems
• Accurate data capture and record-keeping
• Proactive learner with problem-solving mindset

Responsibilities

• Handle customer queries via phone, chat and email in a courteous, professional and timely manner
• Listen carefully to customer concerns and provide clear, accurate responses
• Create positive customer experiences through empathy, patience and ownership
• Resolve queries relating to orders, payments, deliveries, refunds, item availability, promotions
• Provide guidance on onboarding, store-order management, item availability and promotions
• Troubleshoot basic platform or app issues and guide customers to next steps
• Escalate complex matters with context and follow-through
• Record interactions and outcomes in internal systems
• Maintain understanding of processes, policies and platform information
• Identify recurring issues and share feedback with Team Leaders
• Collaborate with internal teams and partners to resolve concerns
• Follow up on escalated matters to support timely resolution
• Ensure interactions meet quality and compliance standards
• Contribute to a learning, accountable team culture

Skills

Communication

Customer care

Digital literacy

Attention to detail

Problem solving

Education

Grade 12 / Matric

Job description

Customer Service Representative

Location: 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 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 Requirements

Education & Experience

• Qualification: Grade 12 / Matric certificate.
• Work Experience: 1–2 years of call centre experience; BPO exposure is an advantage.

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.
• Digital Literacy: Comfortable using computers, mobile applications and digital tools, with the ability to learn new systems quickly.
• Attention to Detail: Ability to capture and update customer information accurately.
• Problem-Solving & Learning: A proactive attitude, willingness to learn and eagerness to develop problem-solving skills.

Operational Requirements

• Flexibility: Ability to work rotational shifts, including evenings, overnight hours, weekends and public holidays, according to 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 through empathy, patience and ownership of each interaction.

Issue Resolution and Platform Support

• Resolve customer queries relating to orders, payments, deliveries, refunds, item availability, promotions and mobile app usage.
• Provide accurate information and guidance on 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 resolve customer concerns.
• Escalate unresolved or complex matters clearly and promptly, providing the necessary context and ensuring appropriate follow-through.
• 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 an understanding of 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 and trends that may affect customer satisfaction.
• Share 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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