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
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Handle customer inquiries through phone, email, live chat, and website forms.
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Assist customers with product information, stock availability, promotions, payment options, and delivery expectations.
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Manage order updates, amendments, and customer follow-ups.
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Coordinate delivery and installation requirements with customers and relevant teams.
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Work with internal teams, logistics providers, and installers to ensure cases progress through resolution.
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Handle after-sales concerns, including product troubleshooting, warranties, returns, refunds, and replacements.
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Escalate complex, urgent, or sensitive cases appropriately.
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Maintain complete and accurate case notes, callbacks, handovers, and follow-up documentation.
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Identify recurring customer concerns, service issues, and process gaps.
Job Requirements
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At least 3 years of relevant customer service experience.
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Experience supporting customers from Australia, New Zealand, the United Kingdom, and/or the United States is strongly preferred.
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Excellent written and verbal English communication skills.
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Must be able to comfortably understand Australian and UK accents.
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Experience providing customer support through phone, email, and live chat.
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Must be willing to work across phone, email, and live chat based on business needs.
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Confident handling frustrated, dissatisfied, or challenging customers.
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Experience in e-commerce, retail, appliances, consumer durables, or other high-value product environments is preferred.
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Comfortable using CRM, helpdesk, order-management, and live-chat platforms.
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Experience with Shopify and Zendesk is strongly preferred.
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Ability to interpret product specifications and explain technical or product information in clear, simple language.
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Strong documentation, follow-up, problem-solving, judgment, and escalation skills.
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Strong sense of ownership and attention to detail when managing customer cases.
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Must be available to work the assigned Australian schedule, including weekend or after-hours shifts where applicable.
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