Customer Service & Influencer Support Agent

About Keen!

Welcome to Keen, where art meets science. We're more than just another service provider or an outsourcing company. Keen acts as an integral extension of our clients' teams and business goals. Join our group of tastemakers specializing in digital marketing, creative, and customer experience, driving growth for our global clientele. Our vision is an ambitious one: to have best in class leaders and a culture of delivering excellence globally.

If you're keen to advance your career, embrace challenges, and redefine what's possible in the digital realm, you might just be the perfect fit for our dynamic team. Join us, and let's unlock the full potential of our clients' brands together.

Role Description

As a Customer & Influencer Support Advisor at Keen, you will be the frontline ambassador for our customer who is an established e-commerce brand in beauty and cosmetics. Your role is to provide outstanding support through various channels, including email, chat, phone, and process & manage influencer product orders . You must have experience and know-how of working within e-commerce and the beauty vertical dealing with refunds, returns, cancellations, and various product SKUs.

Responsibilities:

• Provide daily customer support via email and chat platforms
• Resolve customer issues and complaints in a timely and efficient manner.
• Provide detailed product information and assistance.
• Process and manage influencer product orders
• Follow up with influencers to ensure timely content delivery
• Track and update influencer communication logs
• Assist with weekly reporting on influencer campaign status

• Experience in customer service, preferably within an agency or marketing environment.
• Strong understanding of influencer marketing and social media platforms.
• Excellent written and verbal communication skills, with a focus on relationship-building.
• Ability to handle multiple inquiries and prioritize tasks effectively.
• Strong problem-solving skills and attention to detail.
• Proficiency with CRM software or customer support tools is preferred.
• A passion for social media and the influencer landscape is highly beneficial.

This is a full-time position designed to support customers based in the US, so flexibility in hours is required.

The role is in-office, based at our office in Foreshore, Cape Town. The ability to commute to and from the office in Foreshore is required.

• Transportation and Medical Aid stipend
• Birthday off
• Professional development & training opportunities
• & More being added!