Customer Success Representative Job Vacancy at CV Library in Cape Town

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