Senior Associate

3 days ago

Johannesburg, South Africa Quantanite Full time

Job Title: Senior 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. Job Purpose: The Senior Associate – provides high-quality support to customers booking or managing holiday travel services. This role serves as both a subject matter expert and escalation support resource, ensuring exceptional customer experience and compliance with travel and data regulations. The Senior Associate is an experienced, consistent performer who has been part of the campaign for at least one year, demonstrating reliability, operational excellence, and a deep understanding of processes and customer expectations in the travel market. Job Overview: We are seeking an experienced and proactive Senior Customer Service Representative to lead customer support efforts for an exciting travel campaign. This role involves managing complex customer inquiries, mentoring junior staff, and ensuring exceptional service delivery that enhances customer satisfaction and loyalty. Key Responsibilities: Handle escalated customer inquiries and resolve complex issues related to travel bookings, cancellations, changes, and refunds Provide expert guidance on travel packages, policies, and promotions to customers and team members Mentor a team of customer service representatives, providing training, support, and performance feedback Monitor customer interactions to ensure quality service and compliance with company standards Serve as an escalation desk for Stay 1 associates: logging tickets for IT issues and helping troubleshoot Collaborate closely with sales, marketing, and operations teams to support campaign objectives and improve customer experience Analyze customer feedback and identify trends to recommend process improvements Maintain detailed records of customer interactions and resolutions Assist in developing and updating customer service protocols and FAQs related to the travel campaign Ability to self-manage within reason Qualification and Experience: Proven experience (3+ years) in customer service, preferably in the travel or hospitality industry Excellent communication, problem-solving, and conflict resolution abilities Ability to handle high-pressure situations with professionalism and calm Proficient in CRM software and booking systems Detail-oriented with a customer-first mindseti> Flexibility to work varying shifts, including weekends and holidays if required 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. #J-18808-Ljbffr

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