Senior Customer Support Specialist

Job Summary KDCI Outsourcing is seeking a Senior Customer Support Specialist to manage customer enquiries and sales opportunities throughout the customer journey. This role combines multi-channel customer service, warm outbound sales, and post-purchase engagement, requiring strong product knowledge, sales confidence, and ownership from initial enquiry through after-sales support. Key Responsibilities Handle customer enquiries across phone, email, live chat, and SMS through Gladly and other approved communication platforms. Provide professional and timely assistance with product enquiries, order updates, delivery concerns, and after-sales support. Conduct outbound calls to customers with abandoned carts to understand their needs, address purchasing concerns, and convert opportunities into sales. Follow up with customers who have requested free swatch samples to discuss product suitability and encourage conversion through warm sales calls. Contact customers after delivery to gather feedback, address concerns, and invite satisfied customers to leave a Google review. Confidently explain product features, specifications, and benefits to help customers make informed purchasing decisions. Identify sales opportunities during customer service interactions and close sales over the phone when appropriate. Maintain accurate customer information, interaction notes, follow-up schedules, and sales-related records in Gladly. Coordinate with customer service, operations, sales, and logistics/supply chain teams to resolve customer concerns and support order fulfillment. Follow up on outstanding enquiries and ensure customers receive timely updates and clear next steps. Assist with ad hoc tasks across customer service, operations, sales, and logistics/supply chain as required by business needs. Maintain a high standard of customer service while contributing to sales conversion and customer satisfaction goals. Job Requirements At least 4 years of relevant customer service experience, preferably in a combined customer support and sales role. Proven experience handling phone, email, and live chat in a multi-channel customer service environment. Strong experience in warm outbound sales, lead follow-up, upselling, cross-selling, or converting customer enquiries into sales. Confident and comfortable making outbound calls, discussing product features, overcoming purchasing objections, and closing sales over the phone. Excellent written and verbal English communication skills, with the ability to communicate clearly and professionally with Australian customers. Experience supporting Australian, New Zealand, UK, or other international customers is preferred. Experience in e-commerce, retail, furniture, home furnishings, lifestyle products, or other high-consideration consumer products is highly preferred. Experience using Gladly is preferred; familiarity with Zendesk, Gorgias, Freshdesk, or similar customer service platforms is an advantage. Comfortable using order-management systems, CRM platforms, and Microsoft Office or Google Workspace. Strong ability to understand product specifications and translate them into clear, customer-friendly explanations. Able to manage multiple enquiries, follow-ups, and sales opportunities while maintaining accurate documentation. Experience coordinating with logistics, delivery, or supply chain teams is an advantage. Flexible and willing to work varying schedules, including evenings, weekends, and holidays, as required by business needs.