Cape Town City Centre: 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