Job Description

About Us:
Quantanite is a leading BPO provider known for delivering exceptional customer service and support solutions. We are dedicated to creating a dynamic work environment that values teamwork, innovation, and professional growth.
Position Summary:
We are looking for an experienced and proactive Senior Customer Service Representative to
join our team. You will play a key role in managing complex customer interactions, mentoring
junior team members, and ensuring high-quality service delivery that supports customer
satisfaction and loyalty.
Key Responsibilities:
? Handle escalated customer inquiries and resolve complex issues related to products,
orders, delivery, and returns
? Provide expert guidance and support to customers and internal teams
? Mentor and coach junior customer service representatives, fostering a positive and
productive team environment
? Monitor service quality and ensure compliance with company policies and standards
? Collaborate with cross-functional teams including sales, logistics, and product
management to resolve customer issues and improve processes
? Analyze customer feedback and identify trends to recommend improvements in service
delivery
? Maintain accurate documentation of customer interactions and resolutions
? Assist in developing training materials and improving customer service protocols
Qualifications:
? Minimum of 3-5 years experience in customer service, preferably in retail,
manufacturing, or related industries
? Strong leadership and communication skills
? Excellent problem-solving and conflict resolution abilities
? Proficiency with CRM systems and Microsoft Office
? Ability to handle multiple priorities in a fast-paced environment
? Customer-focused mindset with a professional demeanor
? Flexibility to work varying shifts, including weekends or holidays if needed
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.

Skills Required