Customer Services Representative (UK Market)

SUMMARY:
In office, Cape Town CBD

POSITION INFO:

Customer Services Representative (UK Market)

Industry: SaaS / Beauty & Wellness Tech
Channel: Live Chat Support (B2C & B2B UK Market Focus)
Location: In office, Cape Town CBD
Language Requirement: Native or fluent English (professional-level)
Salary: R18,000 - R25,000 per month (CTC)

About the Company

• Join a fast-growing Beauty & Wellness Tech brand redefining how salons, spas, and beauty professionals engage with clients through innovative SaaS solutions

• Play a central role in supporting UK-based clients and users, helping them thrive through intuitive digital tools

What You''ll Be Doing

• Live Chat Bot Management

  • Operate and fine-tune AI-powered live chat systems (e.g., Intercom, Zendesk) to ensure seamless customer journeys

  • Continuously improve chatbot flows, content, and decision trees based on user feedback

  • Analyze engagement data to optimize automation and reduce support friction

• Customer & B2B Client Support

  • Handle real-time inquiries from end-users and UK-based business clients with professionalism and empathy

  • Guide clients through onboarding, account setup, troubleshooting, and advanced platform features

  • Collaborate with product and onboarding teams to resolve issues and drive customer success

• Sales & Engagement

  • Identify upsell and cross-sell opportunities during customer interactions

  • Support demo scheduling, lead qualification, and prospect guidance

  • Proactively follow up with inactive users to boost reactivation and satisfaction

• Issue Resolution & Documentation

  • Escalate technical issues promptly, ensuring resolution in line with SLAs

  • Maintain and update knowledge base entries

  • Tag recurring queries that can be automated or streamlined

What You''ll Need

• Experience

  • Minimum 2 years in B2B sales or client support, ideally within a SaaS or tech-driven environment

• UK Market Knowledge (Essential)

  • Direct experience supporting or selling to UK-based clients, with an understanding of local communication styles and customer expectations

• Sales Confidence

  • Comfortable managing the full sales cycle: from initial engagement and demoing to closing and onboarding

• Communication Skills

  • Clear, persuasive, and professional written and verbal English communication

  • Able to personalize engagement across chat, email, and follow-ups

• Digital Tool Savvy

  • Proficient in Salesforce, Slack, Google Workspace, and Microsoft Office

  • Prior experience with live chat platforms and CRM dashboards is a strong advantage

• Self-Starter Mentality

  • Thrives in fast-paced environments with minimal supervision

  • Takes initiative and drives tasks through to completion

• Organisation & Attention to Detail

  • Skilled at juggling multiple client conversations, leads, and workflows without losing accuracy

Bonus Points If You Have

• Experience in the beauty, wellness, or personal care industries

• A passion for digital tools, automation, and empowering small businesses

• Familiarity with SaaS solutions tailored to salons, spas, or e-commerce professionals