Customer Service Specialist

About the role

KDCI Outsourcing is looking for a Customer Service Specialist to provide end‑to‑end support for customers across the full purchase journey, from pre‑purchase inquiries to after‑sales care. The role involves handling interactions via phone, email and live chat while coordinating with internal teams and external partners.

Key responsibilities

• Respond to customer inquiries through phone, email, live chat and website forms.
• Provide product information, stock availability, promotions, payment options and delivery expectations.
• Manage order updates, amendments and follow‑ups, and coordinate delivery and installation requirements.
• Work with logistics providers, installers and internal teams to ensure timely case resolution.
• Handle after‑sales issues such as troubleshooting, warranties, returns, refunds and replacements.
• Escalate complex, urgent or sensitive cases appropriately and maintain accurate case documentation.

Required profile

• At least 3 years of relevant customer service experience.
• Experience supporting customers from Australia, New Zealand, the United Kingdom or the United States is strongly preferred.
• Excellent written and verbal English communication skills and ability to understand Australian and UK accents.
• Comfortable handling frustrated or challenging customers and working across phone, email and live chat as needed.
• Experience in e‑commerce, retail or high‑value product environments is preferred.

Required skills

• Proficiency with CRM, helpdesk, order‑management and live‑chat platforms.
• Experience with Shopify and Zendesk is strongly preferred.
• Ability to interpret product specifications and explain technical information clearly.