Customer Service Specialist

About the role

KDCI Outsourcing is looking for a Customer Service Specialist to support customers across the full journey, from pre-purchase inquiries through order fulfillment, delivery, installation and after-sales care. The role is hybrid and covers phone, email and live chat in a multi-skilled environment.

Key responsibilities

• Handle customer inquiries by 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 resolve cases.
• Handle after-sales concerns such as 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.

Required profile

• At least 3 years of relevant customer service experience.
• Experience supporting customers from Australia, New Zealand, the UK and/or the US is strongly preferred.
• Excellent written and spoken English, able to understand Australian and UK accents.
• Experience in e-commerce, retail, appliances, consumer durables or similar high-value product environments is preferred.
• Comfortable interpreting product specifications and explaining technical information simply.
• Willingness to work the assigned Australian schedule, including weekends or after-hours shifts.

Required skills

• Phone, email and live chat support.
• Confidence dealing with frustrated or challenging customers.
• Strong documentation, follow-up, problem-solving, judgment and escalation skills.
• Comfortable with CRM, helpdesk, order-management and live-chat platforms.
• Experience with Shopify and Zendesk is strongly preferred.