Job Description

• • 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