Job Title: Customer Service Associate
Location: Rosebank/ Sandton
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.
About the role:
Lead a dynamic field team focused on providing exceptional service and operational excellence. You will be responsible for coaching, managing performance, and driving key success metrics across your territory.
Key Responsibilities
● Team Leadership & Development
Mentor and coach Service Professionals and Lead Service Professionals, conducting
regular performance reviews and goal-setting sessions. Foster a positive,
learning-oriented team environment to improve retention and team morale.
● Operational Efficiency
Monitor labor utilization versus production, optimizing efficiency to meet KPI and
service-level targets. Manage daily payroll, schedules, and resource allocation to support
field operations.
● Customer Experience & Retention
Ensure delivery of top-tier customer service; identify opportunities for upselling or
cross-selling services. Resolve customer escalations and support complaint handling
processes to maintain satisfaction.
● Performance Monitoring & Reporting
Track team performance using dashboards and metrics; report status to field managers
and implement improvement plans.
● Recruiting & Onboarding
Collaborate with recruitment teams to address staffing needs; participate in interviewing,
hiring, and onboarding processes.
● Compliance & HR Understanding and Maintain adherence to all safety regulations
Qualifications
● High school diploma required; further education or certifications in management or
leadership a plus.
● 2–3+ years of supervisory or team leadership experience, ideally in field services or
operational roles.
● Proven ability to lead teams, drive performance, and manage multiple responsibilities.
● Strong analytical, problem-solving, and communication skills.
● Proficiency in using digital tools and performance dashboards (e.g., Google Drive, CRM,
scheduling software).
What We Offer:
● Benefits: Medical Aid allowance, provident fund (self-funded), group life, funeral cover
● Training: Comprehensive training programs to enhance leadership and customer service skills.
● Career Growth: Opportunities for career advancement and professional development within the
company.
● Work Environment: A supportive and collaborative work culture focused on innovation and continuous
improvement.
Top Skills
What We Do
We believe customers and employees should be looked after, and every interaction is an opportunity for a conversation and to learn more about them. The value of human touch is irreplaceable, so MöBIUS, our Conversational Gen AI chatbot, can fully automate or play a supporting role across end-to-end customer journeys. Whether you prefer the tradition of human-centric services, the efficiency of fully autonomous solutions, or a seamlessly blended approach, we’ve got you covered. When the human touch is needed, MöBIUS enhances our agents’ performance and amplifies their empathy. With productivity gains and automation, we save time for the human conversations that matter.
Over the past decade, we’ve supported businesses by successfully applying our people and expertise to their diverse range of industries and use cases. Delivering simplified operations and improved customer experiences that allow our customers to focus their time on the things that matter to them.
Our expertise stems from an in-depth understanding of customer needs, technology, markets, and constantly adapt to help our customers navigate difficult challenges.
To learn more visit us at www.quantanite.com.
