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.
Skills
As published by recruitee · 17 questions
Basics
Full name, Email, CV, Cover letter, Phone
Short answers (5)
- What was your most recent monthly salary?
- What is your expected monthly salary?
- Previous or Current Company
- Most Recent Position
- When are you available for an initial interview? Please let us know your preferred date.
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- At KDCI Outsourcing, we are committed to protecting your personal data in accordance with the Data Privacy Act of 2012 (RA 10173). By applying through our website, you agree to the collection and processing of your personal information—including your name, contact details, resume, and other relevant data—for the purpose of evaluating your application, managing recruitment records, and facilitating our hiring process. Your information may be shared with internal hiring teams, third-party recruitment service providers, or regulatory authorities if required by law. We will retain your application data for up to twelve (12) months for consideration for future opportunities unless you request its earlier deletion. You have the right to access your personal data, correct any inaccuracies, or request deletion of your information. To exercise these rights or inquire about our privacy practices, you may contact our Data Protection Officer at dpo@kdci.co or 09569274585. By submitting your application, you acknowledge and consent to the collection, processing, sharing, and retention of your data as described above.
- Current Location
- What is your highest educational attainment?
- What work setup(s) are you open to? (You may select all that apply)
- Do you have experience working in an outsourcing company?
- When can you start if selected?
- Are you currently employed?
- How many years of professional customer service experience do you have?
- Which industries have you supported professionally in a customer service role? (Select all that apply.)
- Which CRM, helpdesk, e-commerce, or customer support platforms have you used professionally? (Select all that apply.)
- Are you available to work an assigned Australian schedule, including weekend or after-hours shifts when required?
- Which customer service communication channels have you supported professionally? (Select all that apply.)