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.