Job Summary
KDCI Outsourcing is seeking a proactive and empathetic Customer Service Representative to support a client in the wellness and lifestyle industry. This role is responsible for providing timely, professional, and solution-oriented customer support while ensuring an exceptional customer experience. The ideal candidate has experience supporting eCommerce or direct-to-consumer brands, strong communication skills, and the ability to effectively resolve product, order, return, and troubleshooting inquiries.
Key Responsibilities
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Respond promptly and professionally to customer inquiries via email.
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Provide accurate and helpful information about product details, availability, pricing, and usage
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Troubleshoot and resolve service or product issues by identifying root causes and recommending solutions
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Handle order processing tasks, including updates, modifications, and returns
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Escalate unresolved or complex issues to the appropriate internal teams as needed
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Maintain accurate and comprehensive records of all customer interactions, transactions, and feedback
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Follow established communication guidelines and policies to ensure consistency and quality in support
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Collaborate with internal teams when additional assistance is required to resolve customer concerns.
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Participate in training sessions to stay updated on product knowledge, tools, and internal procedures
Job Requirements
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2–3 years of experience in a customer service role, preferably within eCommerce or direct-to-consumer environments.
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Experience in the wellness, health-tech, or related consumer products industry.
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Experience supporting Western clients or global eCommerce brands.
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Hands-on experience using customer support and eCommerce platforms such as Shopify, Starshipit, and Salesforce CRM.
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Previous experience providing customer support through phone, email, and chat channels.
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Excellent written and verbal English communication skills.
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Strong customer service mindset with a commitment to delivering exceptional customer experiences.
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Strong attention to detail, organizational skills, and analytical thinking.
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High level of empathy with the ability to understand customer concerns and provide effective solutions.
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Ability to multitask, prioritize competing responsibilities, and perform effectively in a fast-paced environment.
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Team-oriented with a strong work ethic and commitment to delivering quality service.
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Must be willing and prepared to work on a rotating shift schedule, including morning, mid, and graveyard shifts, based on business and operational needs.
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