Customer Services Representative (UK Market)

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

Job summary

A prominent beauty and wellness technology firm in Cape Town seeks a Customer Services Representative for the UK market. This in-office role will involve providing top-tier live chat support, managing AI-powered systems, and resolving customer inquiries effectively. Candidates should have at least 2 years in client support or B2B sales, preferably in a SaaS environment, and be adept at handling multiple tasks with an empathetic approach. This position offers a salary ranging from R18,000 to R25,000 per month.

Qualifications

• Minimum 2 years of experience in client support or B2B sales, ideally within SaaS or tech environments.
• Direct experience supporting or selling to UK-based clients is essential.
• Digitally savvy, with proficiency in Salesforce, Slack, Google Workspace, and Microsoft Office.

Responsibilities

• Deliver high-quality live chat support to UK market clients.
• Manage AI-powered chat systems and resolve customer issues.
• Analyze engagement data to optimize customer support journeys.

Skills

Client support

B2B sales

Empathy and professionalism

Communication skills

Problem-solving

Tools

Intercom

Zendesk

Salesforce

Google Workspace

Microsoft Office

Job description

Customer Services Representative (UK Market)

Empower UK beauty professionals through smart SaaS support and engagement

Cape Town CBD, Office-based | R18,000 – R25,000 per month (CTC)

About Our Client

Join a fast-growing Beauty & Wellness Tech company redefining how salons, spas, and beauty professionals engage with their clients through innovative SaaS solutions. This company operates at the intersection of beauty, technology, and customer success, providing digital tools that empower UK-based users to thrive.

The Role: Customer Services Representative

This is an in‑office role based in Cape Town, focused on delivering high‑quality live chat support to both end‑users and business clients in the UK market. You will manage AI‑powered chat systems, resolve customer issues, support sales engagement, and contribute to product improvement by identifying common user pain points. Your contribution is critical to ensuring seamless customer journeys, strong retention, and successful platform adoption across the UK user base.

Key Responsibilities

• Minimum 2 years' experience in B2B sales or client support, ideally in a SaaS or tech‑driven environment
• Operate and fine‑tune AI‑powered live chat systems (e.g., Intercom, Zendesk) to ensure seamless customer experiences
• Continuously improve chatbot flows, content, and decision trees based on feedback and analytics
• Analyze engagement data to optimize automation and reduce friction in the support journey
• Handle real‑time inquiries from UK‑based business clients and end‑users with empathy and professionalism
• Guide users through onboarding, account setup, troubleshooting, and advanced feature usage
• Collaborate with product and onboarding teams to resolve issues and drive long‑term customer success
• Identify upsell and cross‑sell opportunities during live chat interactions
• Support demo scheduling, lead qualification, and provide guidance to prospects
• Proactively re‑engage inactive users to boost platform usage and satisfaction
• Escalate technical issues in a timely manner, ensuring resolution aligns with service‑level agreements (SLAs)
• Maintain and update internal knowledge base documentation
• Tag and report recurring user queries to inform automation and product improvements

About You

• Minimum 2 years of experience in client support or B2B sales roles, ideally within SaaS or tech environments
• Direct experience supporting or selling to UK‑based clients is essential, with an understanding of local communication styles and customer expectations
• Confident communicator with clear, persuasive, and professional English — both written and verbal
• Comfortable managing the full sales cycle, including demos, lead nurturing, closing, and onboarding
• Digitally savvy, with proficiency in Salesforce, Slack, Google Workspace, and Microsoft Office
• Experienced with live chat platforms and CRM dashboards (e.g., Intercom, Zendesk)
• Highly organized and detail‑oriented, able to juggle multiple live chats, support tickets, and workflows without losing accuracy
• A self‑starter who thrives in a fast‑paced environment and takes initiative to drive results independently

Bonus Points If You Have

• Experience in the beauty, wellness, or personal care industries
• A passion for digital tools, automation, and helping small businesses succeed
• Familiarity with SaaS platforms tailored to salons, spas, or e-commerce professionals