Senior Customer Service Specialist

Job Summary

KDCI Outsourcing is seeking Customer Service Specialist to support customers throughout the full journey, from pre-purchase inquiries to order fulfillment, delivery, installation, and after-sales care. The ideal candidate has strong communication, judgment, ownership, and attention to detail and is comfortable working in a multi-skilled environment across phone, email, and live chat.

Key Responsibilities

• Handle customer inquiries through phone, email, live chat, and website forms.

• Assist customers with product information, stock availability, promotions, payment options, and delivery expectations.

• Manage order updates, amendments, and customer follow-ups.

• Coordinate delivery and installation requirements with customers and relevant teams.

• Work with internal teams, logistics providers, and installers to ensure cases progress through resolution.

• Handle after-sales concerns, including product troubleshooting, warranties, returns, refunds, and replacements.

• Escalate complex, urgent, or sensitive cases appropriately.

• Maintain complete and accurate case notes, callbacks, handovers, and follow-up documentation.

• Identify recurring customer concerns, service issues, and process gaps.

Job Requirements

• At least 3 years of relevant customer service experience.

• Experience supporting customers from Australia, New Zealand, the United Kingdom, and/or the United States is strongly preferred.

• Excellent written and verbal English communication skills.

• Must be able to comfortably understand Australian and UK accents.

• Experience providing customer support through phone, email, and live chat.

• Must be willing to work across phone, email, and live chat based on business needs.

• Confident handling frustrated, dissatisfied, or challenging customers.

• Experience in e-commerce, retail, appliances, consumer durables, or other high-value product environments is preferred.

• Comfortable using CRM, helpdesk, order-management, and live-chat platforms.

• Experience with Shopify and Zendesk is strongly preferred.

• Ability to interpret product specifications and explain technical or product information in clear, simple language.

• Strong documentation, follow-up, problem-solving, judgment, and escalation skills.

• Strong sense of ownership and attention to detail when managing customer cases.

• Must be available to work the assigned Australian schedule, including weekend or after-hours shifts where applicable.