Customer Services Representative (UK Market)

SUMMARY:
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.

POSITION INFO:

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 organised 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
• Willingness to work on-site and provide weekend support: one role covers Tuesday to Saturday, and another Thursday to Sunday

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