Customer Success Representative at CV-Library

Job Title: Customer Service Representative 
Hours: Monday-Friday, 9:30-18:30 or 10:30-19:30
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 

• Acting as a first point of contact for all incoming calls, promptly and professionally handle customer enquiries to transfer them to the relevant department(s) 

• Responding to candidate queries via email, ensuring accurate information is provided about products and services 

• Listen attentively to customer concerns, empathise with their needs and handle requests efficiently and correctly, maintaining the confidentiality of customer information in line with GDPR 

• Troubleshoot and resolve candidate issues, providing helpful suggestions to support their experience on CV-Library 

• Maintain a thorough understanding of our products and services to successfully support with ad hoc requests by internal teams 

• Ensure that customer service standards, quality and KPI targets are met or exceeded 

• Providing essential support to the CRC and Sales teams by running database searches on behalf of our clients, producing job reports, posting vacancies, as well as other additional duties 

Requirements

• Previous B2B customer service experience in a professional, fast-paced environment, with a proven track record working towards targets or deadlines.
• Strong communication skills, both written and verbal.
• Patience, empathy, and the ability to remain calm under pressure.
• Ability to work in a team and collaborate effectively.
• Self-motivation and drive, with the ability to prioritise your workload.
• Extremely organised with a high level of attention to detail.
• Experience in a multinational organisation, supporting US or UK based clients

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.