Customer Services Representative

The Legends Agency; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A fast-growing Beauty & Wellness Tech brand in Cape Town seeks a Customer Services Representative to support UK-based clients. The ideal candidate will have a minimum of 2 years in B2B sales or client support, excellent communication skills, and digital tool proficiency. This role involves managing live chat systems, guiding clients through onboarding, and optimizing customer interactions. Competitive salary offered, with an emphasis on client satisfaction and success.

Qualifications

• Minimum 2 years in B2B sales or client support.
• Direct experience with UK-based clients is essential.
• Proficient in managing the full sales cycle.

Responsibilities

• Operate and fine-tune AI-powered live chat systems.
• Handle inquiries from end-users and business clients.
• Collaborate with product teams to resolve client issues.

Skills

B2B sales experience

Client support experience

Communication skills

Digital tool proficiency

UK market knowledge

Organizational skills

Tools

Salesforce

Slack

Google Workspace

Microsoft Office

Live chat platforms

Job description

About the job Customer Services Representative

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
• 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
• 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
• 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
• 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