Customer Support Specialist

As a Customer Support Specialist at Keen, you'll be responsible for responding to customer inquiries through various channels like email, chat, and phone. You'll resolve customer issues efficiently and provide detailed product information to enhance their experience. Engaging with our social media community and collaborating on content creation will also be pivotal to your role.

To qualify for the Customer Support Specialist position at Keen, you need previous experience in customer support or social media management within an e-commerce brand, particularly in the beauty and cosmetics sector. A strong grasp of communication skills, problem-solving abilities, and familiarity with tools such as Shopify and Gorgias.com is essential.

As a Customer Support Specialist at Keen, you will use various tools including Shopify for e-commerce management, Gorgias.com for customer support ticketing, and social media management tools to engage with customers. You will also be required to work closely with data metrics to enhance customer satisfaction and support operations.

The Customer Support Specialist position at Keen is a full-time role that requires you to work from 10 am to 7 pm EST. It is primarily an in-office job based in Foreshore, Cape Town, with a hybrid remote work option for those who excel in performance and maintain a suitable home office setup.

As a Customer Support Specialist at Keen, you'll enjoy a competitive salary, medical aid, transport allowance, birthday off, and opportunities for professional development and training. We also emphasize a vibrant company culture aiming to build a rewarding career for our employees.

When discussing your experience, focus on specific roles you've had in customer support, detailing the tools you used and the types of issues you handled. Highlight situations where you effectively resolved customer problems, particularly in the beauty and cosmetics sector, as this will resonate strongly with Keen's requirement.

Talk about strategies like prioritizing based on urgency or complexity, as well as managing time efficiently. Give examples of past experiences where you successfully navigated high-pressure situations without compromising customer satisfaction.

Discuss your familiarity with different social media platforms and share specific tactics, like responding to comments, creating engaging content, or using analytics to track engagement metrics. This shows your proactive approach to building community and keeping customers satisfied.

Explain your approach to de-escalating tense situations and empathizing with the customer. Use real scenarios to show how you transformed a potentially negative experience into a positive resolution, reflecting Keen's commitment to customer support excellence.

Share your thoughts on qualities such as active listening, communication, and a genuine desire to help. Using specific examples from your background, describe how you embody these traits and how they have positively impacted customer interactions.

Provide a clear example where you identified a challenge and implemented a solution that led to improved efficiency or customer satisfaction. This displays your critical thinking and problem-solving skills, which are essential at Keen.

Talk about your experience analyzing customer support metrics and how you used that data to improve service delivery. Mention any specific metrics you improved or maintained to show your analytical side.

Express your passion for beauty and cosmetics, explaining why you find it exciting. You can mention any personal interests or experiences that connect you to Keen's product line or customer base.

Share your hands-on experience with these specific tools, discussing how you used them in your previous roles to manage customer inquiries or support operations. Focus on any achievements or improvements you made while using these systems.

Mention any resources you use to remain informed, such as beauty blogs, newsletters, or industry events. This showcases your dedication to staying relevant and your passion for the industry, aligning well with Keen’s mission.