Customer Services Representative (UK Market)

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