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

Skills Required