CS

Location: South Africa

Company

hirify.global helps clients with tax-related services.

What you will do

• Own a defined portfolio of retention and reactivation opportunities, including returning clients and selected proactive outreach cohorts.
• Review client history, needs, preferences, and obstacles; contact eligible clients with personalised messages and follow-ups.
• Guide clients through the TQ and follow through to EL signature.
• Handle complaints, coordinate approved recovery, and rebuild client trust.
• Manage assigned chat and email conversations, callbacks, escalations, and client records in HubSpot and Intercom.
• Qualify new enquiries when requested and help improve client journeys and retention reporting.

Requirements

• 3+ years of client-facing experience in Customer Success, relationship or account management, client services, onboarding, or high-trust support.
• Experience retaining, nurturing, or re-engaging existing clients, not only acquiring new ones.
• Excellent spoken and written English, with the ability to explain complex processes clearly.
• Strong organisation, follow-through, and task discipline across multiple client cases.
• Calm, empathetic communication with frustrated, uncertain, or price-sensitive clients.
• Sound commercial judgment and the ability to identify opportunities without overselling, discounting, or applying pressure.
• Confidence with CRM systems, shared inboxes, and customer records.
• Discretion with sensitive information, respect for compliance boundaries, and the ability to learn new processes.
• The role is not cold-call SDR, high-pressure closer, technical tax adviser, or purely reactive ticket-closer work; comfort with measurable targets is required.

Nice to have

• Experience with HubSpot or Intercom.

Culture & Benefits

• Full-time position based in South Africa.
• Success is measured through communication quality, follow-up delivery, case handling, CRM accuracy, and client outcomes rather than simply sending an email or closing a ticket.

Hiring process

• Short recruiter conversation, structured interview, practical client communication exercise, final discussion, and references.