Senior Associate

Quantanite; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading global customer service partner is looking for a Senior Customer Service Associate to join its Johannesburg team. This role involves supervising a team, ensuring high-quality service, and driving continuous improvement initiatives. The ideal candidate should have a minimum of Grade 12 education, six months of experience in customer service, and strong leadership abilities. Opportunities for professional development are provided within a supportive work environment. Apply now to enhance your customer service career!

Benefits

Professional development opportunities

Vibrant work environment

Qualifications

• At least 6 months experience within the current campaign at Quantanite.
• Proficient in data analysis and performance metrics.
• Ability to manage multiple tasks effectively.

Responsibilities

• Supervise and support a team of Customer Service Associates.
• Monitor and manage daily operations ensuring effectiveness.
• Track key performance indicators and prepare performance reports.
• Facilitate training sessions for new hires.
• Handle complex customer interactions requiring advanced problem-solving skills.

Skills

Leadership and mentoring

Communication skills

Data analysis

Problem-solving

Attention to detail

Education

Minimum Grade 12

Further education in relevant fields

Job description

Overview

Job Title: Senior Associate(HJ) | Location: Johannesburg, South Africa (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 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

We are seeking a highly skilled and motivated Senior Customer Service Associate to join our dynamic team. This role is ideal for individuals with extensive experience in customer service within the retail industry, particularly in sectors requiring specialized product knowledge. The Senior Associate will oversee daily operations, ensuring high-quality service delivery, and contribute to continuous improvement initiatives.

Responsibilities

• Team Leadership: Supervise and support a team of Customer Service Associates, providing guidance, training, and performance feedback to ensure adherence to quality standards and company policies.
• Operational Oversight: Monitor and manage daily operations to ensure efficiency and effectiveness in service delivery. Address and resolve escalated issues and customer complaints.
• Performance Monitoring: Track key performance indicators (KPIs) and metrics to assess team performance. Prepare and present reports on operational performance and customer satisfaction.
• Training and Development: Facilitate training sessions for new hires and ongoing development for existing team members. Identify skills gaps and recommend additional training or resources as needed.
• Process Improvement: Collaborate with management to identify areas for process improvement. Implement and manage changes to enhance service quality and operational efficiency.
• Customer Interaction: Handle complex or high-priority customer interactions that require advanced problem-solving skills and a high level of professionalism.
• Compliance: Ensure that all team members comply with company policies, procedures, and regulatory requirements. Conduct regular audits and address any compliance issues.
• Feedback Management: Collect and analyze feedback from customers and team members to drive improvements and enhance the overall customer experience.

Qualifications

• Education: Minimum Grade 12; further education in relevant fields is advantageous.
• Experience: At least 6 months within the current campaign at Quantanite, with prior experience in customer service, ideally related to specialized retail sectors.
• Skills: Strong leadership and mentoring abilities; excellent communication and interpersonal skills; proficient in data analysis and performance metrics; advanced problem-solving capabilities.
• Attributes: Ability to manage multiple tasks and prioritize effectively; strong attention to detail; proactive and solution-oriented mindset; ability to work under pressure and handle challenging situations.

Additional Requirements

• Must be a current employee of Quantanite in a specific campaign (HJ).
• Ability to work USA-related shift patterns.

Why Join Quantanite?

At Quantanite, we value and reward our team's contributions, providing a vibrant and growth-oriented work environment. We offer substantial opportunities for professional development, helping you to advance your career within a forward-thinking and supportive company.

If you are ready to elevate your customer service career and join an innovative, energetic team, we want to hear from you. Apply today and help us make every interaction count!

Please note that this is a 4 Months Secondment Position.