Customer Success Representative

Job Title: Customer Service Representative Hours: Monday-Friday, 9:30-18:30 or 10:30-19:30 based on daylight savings Location: Tyger Valley, Cape Town Working Pattern: Office based 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 We now have an exciting opportunity for a Customer Success Representative to help join our award-winning Customer Service team in our Cape Town office, to help us continue delivering exceptional customer service and going above and beyond for our clients. Key Responsibilities - Act as the first point of contact for all incoming calls and Livechat queries, handling enquiries professionally and transferring them to the relevant department. - Respond to customer queries, providing accurate information about our products and services. - Manage the customer experience for our small, Direct businesses using the platform, resolving day-to-day queries and ensuring high service standards. - Listen attentively to customer concerns, show empathy, and deliver prompt and effective resolutions to queries. - Troubleshoot and resolve customer issues where possible, ensuring a positive and consistent service experience. - Maintain a strong understanding of our products and services to provide informed assistance to customers and internal teams. - Support Customer Success Executives with platform activity, including setting up and optimising searches, managing and guiding customers on CV watchdogs and assisting with job postings to drive engagement and performance. - Prepare and deliver account usage reports to customers where needed - Accurately record and update customer information within internal systems while maintaining GDPR compliance and data confidentiality. - Collaborate with internal departments to ensure seamless customer experiences and resolve any issues efficiently. - Manage workload effectively to meet service quality, SLA and KPI standards. Requirements Key Qualifications & Experience - Essential: - Previous experience in a customer-facing or service environment (such as retail, hospitality, or office-based). - Excellent communication skills — both written and verbal — with a professional, friendly approach. - Strong listening skills and empathy when dealing with customer concerns. - Highly organised with the ability to multitask effectively in a fast-paced environment. - Self-motivated, detail-oriented, and able to work independently as well as part of a team. - Comfortable using computer systems and quick to learn new tools (such as CRM systems, Excel, and email platforms). - Desirable: - Experience working in a B2B environment or office-based support role. - Familiarity with D365 CRM systems or customer management platforms. - Experience working towards targets or KPIs. - Key Skills & Competencies - Customer Centricity: Always puts the customer first, ensuring their needs are met efficiently and professionally. - Effective Communication: Communicates clearly, adapts style to suit the audience, and ensures understanding. - Data Awareness: Understands the value of accurate data and uses it to support informed decision-making. - Team Collaboration: Works effectively with colleagues across departments to achieve shared goals. - Adaptability & Resilience: Handles change and challenging situations positively while maintaining service standards. - Problem Solving: Uses initiative and sound judgement to resolve straightforward issues independently. - Time Management: Balances multiple responsibilities and prioritises tasks effectively. - Commercial Awareness: Understands customer needs and recognises opportunities to enhance value and service delivery. - Emotional Intelligence: Demonstrates empathy, patience, and professionalism in all customer interactions. Benefits - Monthly Bonus Opportunities — Increase your earnings through attendance rewards, with the chance to accumulate up to R13,200 annually. - Medical Contribution — The company will contribute following the successful completion of your probation period. - Life, Disability, Income Protector & Funeral Cover — Enjoy 2x life cover, along with disability, income protector, and funeral benefits after six months of employment. - Pension Scheme — Become eligible for the company’s pension scheme after one year of service. - Birthday Leave — An extra day off to celebrate your birthday. - Length of Service Leave — Accrue additional leave days based on your length of service with the company. - Flexible Public Holiday Policy — You will observe UK public holidays. If South African public holidays exceed these, the difference will be granted as extra leave days (days in lieu). - Office Perks — Enjoy fresh fruit and drinks provided in the office every morning. - Learning & Development — Gain access to LinkedIn Learning along with ongoing personal development resources. - A Supportive Team Environment — Join a collaborative and inclusive culture where your contributions are acknowledged and appreciated. - Employee Referral Scheme – Earn a bonus when you recommend a successful candidate to CV-Library or Resume-Library. - Celebrations & Socials – Enjoy Summer and Christmas parties, seasonal activities, and regular office fun. - Team Building – Take part in engaging team events designed to connect colleagues and strengthen collaboration. - Gift Shop - Get access to some awesome CV-Library Merch Apply to hear more about our exciting 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.