Senior Associate - Campaign Specific (B)

Job Title: Senior Associate – Customer Service
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 supports some of the world’s fastest-growing brands to scale smarter, work faster, and deliver exceptional service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart technology and even smarter people. From our proprietary AI tools to our collaborative, people-first culture, we equip our teams with the tools, training, and trust they need to make a real impact.

If you’re looking to join a forward-thinking, fast-paced, and inclusive global team that values both performance and people, you’ll feel right at home here.

Position Overview

We are seeking a highly skilled and motivated Senior Customer Service Associate to join our team within the Campaign. This role is ideal for individuals with strong customer service experience and a proven ability to lead, support, and drive performance within a dynamic service environment.

The Senior Associate will support daily operations, ensure service excellence, assist with escalations, and contribute to performance improvement initiatives within the Campaign.

Key Responsibilities

Team Support & Leadership:

Support and guide Customer Service Associates to ensure adherence to quality standards and campaign requirements.

Provide coaching, feedback, and mentorship to drive high performance.

Operational Oversight:

Monitor daily service levels and workflow to ensure efficiency and SLA adherence.

Manage and resolve escalated customer queries professionally and effectively.

Performance Monitoring:

Track and review KPIs including quality, productivity, attendance, and customer satisfaction.

Provide performance insights and feedback to management.

Training & Development:

Assist in onboarding and ongoing coaching of team members.

Identify development areas and support continuous improvement initiatives.

Process Improvement:

Collaborate with management to identify service gaps and process inefficiencies.

Support implementation of improvements to enhance customer experience.

Customer Interaction:

Handle complex or high-priority interactions requiring advanced problem-solving skills and professionalism.

Compliance & Quality:

Ensure adherence to company policies, campaign guidelines, and compliance standards.

Support quality monitoring and corrective action where required.

Feedback Management:

Gather and share insights from customer feedback to improve overall service delivery.

Qualifications

Education:

Minimum Grade 12 (additional relevant qualifications advantageous).

Experience:

Minimum 6 months within the Campaign at Quantanite.

Proven customer service experience in a fast-paced environment.

Skills:

Strong leadership and coaching abilities.

Excellent verbal and written communication skills.

Ability to interpret performance metrics and drive improvements.

Advanced problem-solving and conflict resolution skills.

Attributes:

Strong attention to detail.

Ability to multitask and prioritize effectively.

Proactive and solution-driven mindset.

Ability to perform well under pressure.

Additional Requirements

Must be a current Quantanite employee within the Campaign.

Ability to work USA-related shift patterns.

Why Join Quantanite?

At Quantanite, we recognize and reward performance. We provide a vibrant, growth-focused work environment with real opportunities for career progression. If you’re ready to step into a leadership-focused customer service role and make a meaningful impact, we encourage you to apply.

Apply today and help us make every interaction count.