Job Description

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 MoBIUS 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.