Technical Customer Support (D)

Job Title: Customer Support Specialist
Location: Sandton

About Us

Quantanite is a top-tier Business Process Outsourcing (BPO) provider, delivering high-quality, innovative solutions in a fast-paced and dynamic environment. We are committed to excellence, client satisfaction, and cultivating a high-performance culture that drives our continued success.

About the Role

We are seeking a dedicated, customer-focused Customer Support Specialist to join our team as the primary point of contact for customers using our trade-in program services. In this role, you will ensure customers receive exceptional support throughout their device trade-in journey — from initial inquiry to final resolution — creating positive experiences that build lasting relationships.

This position requires someone who combines strong technical aptitude with excellent communication skills to guide customers through trade-in processes, resolve complex issues, and maintain accurate records within our CRM systems.

Key Responsibilities

Customer Communication & Support

Respond promptly and professionally to customer inquiries regarding trade-in values, shipping procedures, and program status via email and ticketing channels.

Guide customers through trade-in submissions, including product identification and detailed shipping instructions.

Provide clear and accurate information about device eligibility, valuation processes, and program terms and conditions.

Issue Resolution & Investigation

Investigate and resolve customer concerns such as valuation discrepancies, shipping delays, or missing items.

Escalate complex technical issues to the appropriate internal teams while maintaining ownership of customer communication.

Process refunds, adjustments, and program exceptions according to established protocols.

Documentation & Data Management

Maintain detailed, accurate case notes in CRM or designated ticketing systems for all customer interactions.

Document customer feedback, recurring issues, and suggestions for process improvements.

Ensure all customer data is handled in compliance with privacy and security standards.

Cross-Functional Collaboration

Coordinate with internal teams and logistics partners to resolve customer issues efficiently.

Collaborate with product and operations teams to identify trends and enhance the customer experience.

Support the creation and maintenance of help documentation, FAQs, and process guides.

Process Improvement

Follow established procedures while identifying opportunities to optimize processes.

Contribute to knowledge base articles and self-service resources.

Participate in ongoing training programs to stay updated on product and system changes.

Essential Requirements

Minimum 1–2 years of customer service or technical support experience, preferably supporting international brands or technology products.

Strong English communication skills (written and verbal) with the ability to explain technical concepts clearly.

Genuine interest in technology and consumer electronics; enjoys learning about new products and helping others understand them.

Quick to learn new systems and comfortable navigating multiple platforms simultaneously.

Technical Skills

Experience with CRM systems such as Salesforce, Zendesk, or similar ticketing platforms.

Proficiency in Microsoft Office Suite and web-based applications.

Ability to troubleshoot basic technical issues and guide customers through online processes.

High attention to detail and accurate data entry.

Core Competencies

Ability to manage high-volume inquiries efficiently while maintaining quality.

Analytical and problem-solving skills to resolve complex customer issues.

Customer-first mindset with empathy, patience, and professionalism.

Adaptable to a fast-paced environment with changing priorities.

Preferred Qualifications

Experience with trade-in, buyback, or device lifecycle programs.

Knowledge of logistics, shipping, and fulfillment processes.

Experience serving international customers across multiple time zones.

Understanding of consumer electronics specifications and device evaluation criteria.

What We Offer

Benefits: Medical aid allowance, self-funded provident fund, group life insurance, funeral cover.

Training: Comprehensive programs to enhance leadership and customer service skills.

Career Growth: Opportunities for advancement and professional development within the company.

Work Environment: A supportive, collaborative culture focused on innovation and continuous improvement.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.