Job Description

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 an Ecommerce & Shopify Customer Service Specialist at Keen, you will support our client, a rapidly growing online retail brand. Your role will involve providing top-notch customer service through various platforms, helping customers navigate their shopping experience, and ensuring satisfaction with their purchases. You will work directly with Shopify, addressing inquiries related to orders, products, and returns while also providing insightful product recommendations to enhance the customer experience.
Responsibilities:

• Offer exceptional customer support via email, chat, and phone for Shopify-based transactions.
• Assist customers in navigating the website, placing orders, and resolving issues related to their purchases.
• Handle inquiries regarding product details, shipping, returns, and cancellations effectively.
• Process refunds and returns accurately while maintaining high levels of customer satisfaction.
• Document customer interactions and feedback for continuous service improvement.
• Collaborate with the e-commerce team to share insights and help improve the customer experience.
• Stay updated on product offerings, promotions, and industry trends to better serve customers.

Requirements

• Proven experience in customer service, preferably within e-commerce or retail.
• Strong familiarity with Shopify and e-commerce platforms.
• Excellent communication skills, both written and verbal, with a keen attention to detail.
• Ability to manage multiple priorities and maintain composure in a fast-paced environment.
• Strong problem-solving skills and a customer-centric mindset.
• Proficiency with customer support tools and CRM software.
• A passion for online retail and a proactive attitude towards enhancing customer experiences.

This is a full-time position supporting customers primarily in the US, requiring flexibility in working hours.
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.
Benefits

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

Skills Required