Customer Service Associate (DC-MC)

Job Type: Permanent, 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 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 are looking for a place where you can grow your career, build real-world skills, work with great people, and support customers every day, you’ll feel right at home here.

Position Overview

We are looking for enthusiastic, empathetic, and service-minded Customer Service Associates to join our frontline customer support team.

In this role, you will support customers using a leading food delivery platform, helping them with queries related to orders, payments, deliveries, promotions, and app usage. You will be part of a fast-paced, tech-enabled environment where clear communication, quick thinking, and a calm approach make a real difference.

This role is ideal for someone who enjoys helping people, is comfortable using digital tools, and wants to grow within a global customer experience business.

Key Responsibilities

Customer Support & Communication

• Support customers across phone, chat, and email in a professional, friendly, and timely manner.
• Listen carefully to customer concerns and provide clear, accurate, and helpful responses.
• Create positive customer experiences by showing empathy, patience, and ownership in every interaction.

Issue Resolution

• Assist customers with queries relating to orders, payments, deliveries, refunds, item availability, promotions, and mobile app usage.
• Troubleshoot basic platform or app-related issues and guide customers through the appropriate next steps.
• Resolve customer concerns efficiently while following agreed processes and service standards.

Internal Coordination & Escalation

• Liaise with internal teams, logistics support, and third-party partners to help resolve customer issues.
• Escalate unresolved or complex matters clearly and with urgency, ensuring accurate context is provided.
• Follow through on escalations where required to support timely resolution.

Documentation & Quality

• Accurately document customer interactions, actions taken, and outcomes in internal systems.
• Maintain a strong understanding of relevant processes, policies, and platform information.
• Ensure all interactions meet quality, compliance, and customer experience standards.

Continuous Improvement

• Identify recurring customer issues, service gaps, or trends that may impact customer satisfaction.
• Share useful feedback with Team Leaders to support service improvements and better customer outcomes.
• Contribute positively to a team culture built on learning, accountability, and support.

Qualifications

Essential

• Minimum of 1 year’s experience in a customer service role, ideally in a high-volume or fast-paced environment.
• Excellent verbal and written communication skills.
• Strong problem-solving ability and a calm, professional approach under pressure.
• Tech-savvy and comfortable working across multiple digital platforms at the same time.
• Good attention to detail and the ability to capture information accurately.
• A genuine passion for helping people and delivering a positive customer experience.
• Flexibility to work rotational shifts, including evenings, weekends, and public holidays where required.

Preferred

• Experience in a contact centre, BPO, e-commerce, food delivery, retail, logistics, or on-demand service environment.
• Experience using CRM, ticketing, live chat, or customer support platforms.
• Confidence supporting customers across multiple channels, including voice and non-voice support.

What We Offer

• Training: Comprehensive, hands-on training to help you feel confident and prepared.
• Development: Ongoing coaching, support, and learning opportunities.
• Career Growth: Clear pathways to build your career within a growing global organisation.
• Culture: A supportive, inclusive, and people-first environment where teamwork matters.
• Impact: The opportunity to help customers every day and be part of a team delivering service with care, speed, and heart.
• Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
• Ready to bring your energy, empathy, and problem-solving skills to a global team? Apply today and help us deliver customer experiences that make a difference.