About the role
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.
Requirements
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.
Text as published by KDCI. We don't edit postings; apply and ask questions on the employer's site.