Job Description

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.


We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there's never been a more exciting time to join us or a better place to grow your career!

Key Responsibilities

We are currently looking for a client-centric, motivated and enthusiastic Customer Success Executive to join our Customer Success team in Cape Town, South Africa. You will be responsible for managing your own assigned client accounts and have communication skills and customer service experience to provide support with a proactive and solution-orientated service.

Manage a portfolio of customer accounts - providing regular contact with them and supporting them with any queries they have concerning the CV-library product they have purchased. Always be proactive, review customer accounts and their use of our products to identify any areas where they may be able to provide better customer care, and guidance of how to use our products and services. Where appropriate identify opportunities for our sales teams to be able to upsell our products and services. Be a support and guide to customers so that they value CV-Library's products and services and see us as a platform where they would want to repeatedly purchase products from. Ensure our customers are onboarded with our products and provided training and support to be able to utilise our services effectively. Be comfortable understanding market trends and data to be able to provide a level of customer that exceeds what our competitors provide. Be passionate about customer care and providing exceptional service for all out customers - deal with any queries or frustrations with our services quickly and within set KPI's. Manage multiple priorities at any time and ensure that the customer experience is at the heart of everything you do. Liaise with wider departments specifically sales to ensure that we are building long lasting client relationships.

Key Qualifications and experience:

At least Matric Grade 12. Strong verbal and written communication skills. Must have come from a business where they have managed customer relationships, whilst preferable that this be from a B2B business, will consider candidates from a B2C background where they can demonstrate a large portion of soft skills. Worked in roles where they have previously worked with KPI's or towards KPI's. Should have worked in fast paced environments where they have built resilience.

Requirements

Data Driven - An ability to gather data for routine- problem solving. Commercial awareness - Understands client's industries and primary challenges, connects needs with services, and recognises revenue opportunities while contributing to retention strategies. Product Knowledge and Technical expertise - Explains detailed product features and benefits clearly. Effective Communication - Adapts messaging for different contexts and ensures understanding. Client Relationship Management - Builds initial rapport and trust; maintains high contact but lacks long-term relationship depth. Customer Centric - Prioritises client needs and seeks feedback but has limited implementation of best practices. Conflict Resolution - Resolves moderate conflicts independently, maintaining client satisfaction. Collaboration and Teamwork - Participates in team meetings and contributes to discussions. Adaptability and Resilience - Demonstrates flexibility and basic problem-solving in changing priorities. Time Management - Balances multiple responsibilities, prioritising based on urgency. Strategic Thinking - Supports vision alignment and innovative ideas. Problem Solving and Decision Making - Analyses problems and generates practical solutions with guidance. Change Management- Assists with transitions and begins to address resistance. Emotional Intelligence Demonstrates self-regulation, empathy, and growing stress management.

Benefits

We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.


Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.