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.

- **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 g