Customer Support Specialist

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 and Social 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 social media. 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:

Customer Support:

• Respond to customer inquiries via email, chat, and phone.
• Resolve customer issues and complaints in a timely and efficient manner.
• Provide detailed product information and assistance.
• Provide detailed product information and assistance.

Social Media Engagement:

• Monitor and respond to comments and messages on social media platforms.
• Engage with our online community, fostering positive relationships.
• Collaborate with the marketing team to create engaging content.
• Track and report on social media metric

Critical Thinking:

• Troubleshoot technical issues and guide customers through solutions.
• Escalate complex issues to the appropriate team members.
• Identify trends in customer feedback and suggest improvements.

Community Building:

• Participate in online forums and community groups.
• Encourage customer reviews and testimonials

E-commerce Experience:

• Previous experience in customer support or social media management within a dynamic e-commerce brand.
• Knowledge and passion for everything within the world of the beauty and the global cosmetics industry.
• Experience with Shopify, support tools such as Gorgias.com, and social media management tools.
• Clear experience working with data and managing the day to day with metrics like CSAT, Total Response Time, Chats Handled Per Day, Open Tickets.

Skills Requirements:

• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Familiarity with social media platforms and communicating with customers over chat, email and phone.
• Ability to work independently and as part of a team.
• A positive attitude and a passion for helping others.
• Typing speed of 40 words per minute minimum.

This is a full-time position, working from 10 am to 7 pm EST (4 pm to 1 am SAST), assisting customers in the U.S.

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

• Competitive Salary
• Hybrid remote/in-office (with strong performance, home fiber internet, and private home office)
• Medical Aid
• Transport allowance
• Birthday off
• Professional development & training opportunities
• & More being added!