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Senior Associate
2 weeks ago
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 UK 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 UK travel market.
Key Responsibilities:
Manage inbound and outbound interactions (voice, email, chat) related to holiday bookings, payments, cancellations, and post-travel feedback.
Provide knowledgeable and empathetic support to customers across various travel products — accommodation, flights, car rentals, and packages.
Handle complex or escalated cases referred by peers or leadership, ensuring resolution within SLA and a positive customer outcome.
Collaborate closely with Team Leaders and QA teams to identify root causes for escalations and recommend preventive actions.
Demonstrate expert-level understanding of client systems, booking tools, and UK travel policies.
Ensure compliance with GDPR, PCI-DSS, and company quality standards at every customer touchpoint.
Support onboarding and upskilling of new associates through side-by-side coaching, mentoring, and process guidance.
Contribute to process improvement initiatives by sharing insights and feedback from customer interactions.
Accurately log all interactions and resolutions in CRM and booking systems to maintain traceable case history.
Consistently meet or exceed KPIs including CSAT, QA, AHT, and FCR.
Key Competencies:
Proven track record of consistent high performance and reliability over a minimum of 12 months on the campaign.
Strong interpersonal and communication skills suitable for UK customers.
Excellent analytical, problem-solving, and conflict-resolution skills.
Customer-centric mindset with the ability to remain calm and professional during high-pressure situations.
Deep understanding of UK holiday and travel market dynamics, including seasonal peaks and customer expectations.
Ability to balance day-to-day workload with escalation and mentoring responsibilities.
High attention to detail, accuracy, and compliance awareness.
Qualifications & Experience:
Matric / Grade 12 (required).
Diploma or degree in Tourism, Hospitality, Business, or Communications (preferred).
Minimum of 2–3 years' customer service experience, including at least 1 year within the New Market (UK Holidays) campaign.
Proven experience in handling complex queries or escalations within a travel or BPO environment.
Proficiency in CRM and booking tools
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.
