Customer & Partner Support Agent

Keen; Cape Town; Presencial; ZAR 180.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Attendance & Timeliness Bonus

Transport Allowance

Monthly Performance Bonus

Birthday Leave

Descripción de la vacante

Keen is hiring Customer & Partner Support Agents to assist global clients in customer and partner-facing operations. You will engage with business partners, service professionals, and customers through inbound and outbound calls, addressing enquiries, complaints, and operational requests.

The role requires confidence on the phone, ability to handle high volume with urgency, and adaptability to changing client needs.

Formación

• 2-4+ years of experience in customer service or a similar high-volume environment.
• Strong verbal and written English communication.
• Confident and professional communication, especially on the phone.
• Comfortable handling high-volume inbound/outbound interactions.

Responsabilidades

• Handle high-volume inbound and outbound calls with customers, business partners, and service professionals.
• Support partners with enquiries, complaints, account-related issues, and operational requests.
• Make outbound calls to service professionals and partners to support fulfilment activities.
• Identify and source suitable service professionals for customer jobs.
• Match service professionals with relevant customer opportunities based on job requirements.
• Support sales and fulfilment activities while maintaining a strong customer experience.
• Manage multiple interactions and priorities with accuracy and professionalism.
• Use internal systems to record interactions, update information, and track outcomes.
• Escalate complex or sensitive issues with the appropriate context.
• Follow structured processes while using good judgment and taking ownership of outcomes.
• Work collaboratively with Team Leaders and internal teams to meet client and operational targets.

Conocimientos

Customer service

High-volume environment

Phone communications

English proficiency

Attention to detail

Time management

Urgency & prioritisation

Problem solving

Descripción del empleo

About Keen

Keen builds high-performing CX and operational teams for fast-growing tech companies in the U.S. and Canada. Our teams support complex businesses where great customer experience, strong judgment, and operational accuracy matter.

This is not a traditional call centre role. Our teams handle complex work that requires ownership, urgency, and real problem solving. The environment is fast-paced, high-volume, and performance-driven.

In return, Keen offers long-term careers, equitable compensation, and the opportunity to work with growing global brands.

About the Role

We are hiring Customer & Partner Support Agents to support global clients across customer and partner-facing operations.

In this role, you will engage directly with business partners, service professionals, and customers through inbound and outbound voice interactions. You'll support partners with enquiries and complaints, assist with operational requests, and proactively engage service professionals to help connect them with relevant customer opportunities.

The role requires someone who is confident on the phone, comfortable working at high volume, and able to respond with a strong sense of urgency. You'll need to manage competing priorities, follow processes accurately, and adapt quickly to changing client and operational requirements.

This is a full-time, office-based role located in Salt River.

What You'll Do

• Handle high-volume inbound and outbound calls with customers, business partners, and service professionals
• Support partners with enquiries, complaints, account-related issues, and operational requests
• Make outbound calls to service professionals and partners to support fulfilment activities
• Identify and source suitable service professionals for customer jobs
• Match service professionals with relevant customer opportunities based on job requirements
• Support sales and fulfilment activities while maintaining a strong customer experience
• Manage multiple interactions and priorities while maintaining accuracy and professionalism
• Use internal systems to record interactions, update information, and track outcomes
• Escalate complex or sensitive issues with the appropriate context
• Follow structured processes while using good judgment and taking ownership of outcomes
• Work collaboratively with Team Leaders and internal teams to meet client and operational targets

What We're Looking For

• 2-4+ years of experience in customer service, customer experience, or a similar high-volume environment
• Strong verbal and written English
• Confident and professional communication skills, particularly over the phone
• Comfortable handling high-volume inbound and outbound interactions
• Strong sense of urgency and ability to prioritise in a fast-paced environment
• Comfortable communicating with both businesses and individuals
• Strong active listening, problem-solving, and relationship-building skills
• Comfortable with outbound calling and sales-focused conversations
• Strong attention to detail and ability to follow processes accurately
• Comfortable working across multiple systems and learning new platforms quickly
• Reliable, punctual, and consistent with attendance
• Flexible and able to adapt to changing client and operational requirements
• Comfortable working evening or overnight shifts aligned to U.S. hours

Schedule & Location

• Keen supports clients around the world and operates in a 24/7/365 environment. Team members are scheduled across a variety of shifts to ensure continuous support, so flexibility to work different shift patterns is essential.
• This is a full-time, office-based role located in Salt River.

Why Join Keen?

Join a collaborative, high-performing team where your growth is a priority. We invest in our people through ongoing learning, career development, an annual Professional Development Budget, and Birthday Leave.

Compensation

• Competitive Base Salary
• Medical Insurance
• Attendance & Timeliness Bonus
• Transport Allowance
• Monthly Performance Bonus

Career Growth:

High-performing team members have opportunities to progress Team Managers, QA, Operations or Support

Global Support Environment

As we support clients across different time zones, Keen operates in a 24/7/365 environment. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience.