Customer Success

15 hours ago

Western Cape, South Africa The Legends Agency Full time

Customer Services Representative (UK Market) Industry: SaaS / Beauty & Wellness TechChannel: Live Chat Support (B2C & B2B UK Market Focus)Location: In office, Cape Town CBDLanguage Requirement: Native or fluent English (professional-level)Salary: R18,000 - R25,000 per month (CTC) About the CompanyJoin a fast-growing Beauty & Wellness Tech brand redefining how salons, spas, and beauty professionals engage with clients through innovative SaaS solutionsPlay a central role in supporting UK-based clients and users, helping them thrive through intuitive digital tools What You'll Be DoingLive Chat Bot Management Operate and fine-tune AI-powered live chat systems (e.g., Intercom, Zendesk) to ensure seamless customer journeysContinuously improve chatbot flows, content, and decision trees based on user feedbackAnalyze engagement data to optimize automation and reduce support frictionCustomer & B2B Client Support Handle real-time inquiries from end-users and UK-based business clients with professionalism and empathyGuide clients through onboarding, account setup, troubleshooting, and advanced platform featuresCollaborate with product and onboarding teams to resolve issues and drive customer successSales & Engagement Identify upsell and cross-sell opportunities during customer interactionsSupport demo scheduling, lead qualification, and prospect guidanceProactively follow up with inactive users to boost reactivation and satisfactionIssue Resolution & Documentation Escalate technical issues promptly, ensuring resolution in line with SLAsMaintain and update knowledge base entriesTag recurring queries that can be automated or streamlined What You'll NeedExperience Minimum 2 years in B2B sales or client support, ideally within a SaaS or tech-driven environmentUK Market Knowledge (Essential) Direct experience supporting or selling to UK-based clients, with an understanding of local communication styles and customer expectationsSales Confidence Comfortable managing the full sales cycle: from initial engagement and demoing to closing and onboardingCommunication Skills Clear, persuasive, and professional written and verbal English communicationAble to personalize engagement across chat, email, and follow-upsDigital Tool Savvy Proficient in Salesforce, Slack, Google Workspace, and Microsoft OfficePrior experience with live chat platforms and CRM dashboards is a strong advantageSelf-Starter Mentality Thrives in fast-paced environments with minimal supervisionTakes initiative and drives tasks through to completionOrganisation & Attention to Detail Skilled at juggling multiple client conversations, leads, and workflows without losing accuracy Bonus Points If You HaveExperience in the beauty, wellness, or personal care industriesA passion for digital tools, automation, and empowering small businessesFamiliarity with SaaS solutions tailored to salons, spas, or e-commerce professionals

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