Job Description

About Keen

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO. We're a partner in growth — and that's where you come in.

About the Role

We're looking for a E-Commerce Sales & Design Consultant (Interior Design) to join a new, launching international brand, where you'll play a key role in delivering an exceptional customer journey while driving consultative sales and long-term customer success.

This is not a traditional customer support role. You'll combine sales, customer success, relationship management, and design consultation to create a premium, concierge-style experience for customers and business partners alike. You'll confidently guide customers through purchasing decisions, provide product and design recommendations, manage high-value relationships, and help customers get the most from their experience.

As an early member of the Customer Success team, you'll also contribute to building scalable processes, identifying customer trends, and providing meaningful insights that improve the customer experience and support business growth. We're looking for someone who enjoys taking ownership, solving problems, embracing technology, and making a measurable impact in a fast-paced environment.

What You’ll Do

• Deliver exceptional customer experiences across phone, email, chat, SMS, and video channels.

• Consult with customers on product selection, design preferences, and purchasing decisions.
• Guide customers through the sales journey and confidently convert enquiries into successful sales.
• Build and nurture long-term relationships with both consumer and business customers.
• Support and manage relationships with trade professionals and strategic business partners.
• Deliver premium, concierge-style customer service throughout the entire customer lifecycle.
• Assist customers with product information, installation guidance, troubleshooting, and post-purchase support.
• Identify upselling and cross-selling opportunities while maintaining a customer-first approach.
• Collaborate with AI-powered customer support tools and emerging technologies to improve efficiency and service delivery.
• Analyse customer feedback, identify trends, and provide recommendations to improve products, processes, and the overall customer experience.
• Partner with cross-functional teams to resolve complex customer issues and implement service improvements.
• Help build, document, and improve customer success processes, playbooks, and knowledge resources.
• Maintain accurate customer records and interactions within CRM platforms.
• Act as a trusted brand ambassador, representing the business with professionalism and enthusiasm across every customer interaction.

Requirements

What We’re Looking For

• 3+ years of experience in Sales, Customer Experience, Sales, Account Management, Retail, or a similar customer-facing role.
• Proven success in consultative sales with the ability to confidently guide customers through purchasing decisions and close sales.
• Experience managing premium customer relationships and delivering white-glove customer service.
• Experience supporting both B2C and B2B customers.
• Previous experience within Interior Design, Home Décor, Furniture, Luxury Retail, Lifestyle Brands, or related industries is highly advantageous.
• A genuine passion for design, aesthetics, and helping customers create exceptional spaces.
• Strong commercial awareness with the ability to balance customer satisfaction and business objectives.
• Excellent written and verbal communication skills with exceptional interpersonal abilities.
• Comfortable engaging with customers through video consultations and virtual appointments.
• Strong analytical and problem-solving skills with the ability to identify trends and recommend meaningful improvements.
• Tech-savvy with experience using CRM systems, AI-powered customer service tools, and modern digital platforms.
• Highly organised with exceptional attention to detail and the ability to manage multiple priorities.
• Self-motivated, adaptable, and comfortable working in a fast-paced, high-growth environment.
• A proactive, entrepreneurial mindset with a passion for continuous improvement and taking ownership of outcomes.

Schedule & Location

• This role supports international customers and operates on day, evening, and overnight shifts (SAST).
• The role is fully in-office at our Cape Town location in Woodstock.
• In accordance with local transport requirements, Keen provides transportation to and from the office for shifts starting or ending between 6pm and 6am SAST.

Benefits

What’s In It for You

• Competitive full-time compensation.

• In-office collaboration with high-performing global teams.
• Transport and medical allowances.
• Exposure to innovative international brands and premium customer experiences.
• Career development and growth opportunities.
• Birthday leave and professional development support.
• A collaborative culture that values ownership, innovation, and continuous improvement.