Senior Customer Service Specialist

About the role

KDCI Outsourcing is looking for a Senior Customer Service Specialist to provide end‑to‑end support for customers across the full journey, from pre‑purchase inquiries to after‑sales care.

Key responsibilities

• Handle customer inquiries via phone, email, live chat and website forms.
• Assist with 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 internal teams, logistics providers and installers to ensure case resolution.
• Address after‑sales concerns such as troubleshooting, warranties, returns, refunds and replacements.
• Escalate complex or urgent cases 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.
• Excellent written and verbal English communication, able to understand Australian and UK accents.
• Comfortable handling frustrated or challenging customers.
• Willingness to work the assigned Australian schedule, including weekends or after‑hours shifts.

Required skills

• Experience with Shopify.
• Experience with Zendesk.
• Proficiency using CRM, help‑desk, order‑management and live‑chat platforms.