Senior Customer Support Specialist

About the role

KDCI Outsourcing is looking for a Senior Customer Support Specialist to handle enquiries and drive sales throughout the customer journey. The role blends multi‑channel support, warm outbound calling, and post‑purchase engagement for high‑consideration consumer products.

Key responsibilities

• Respond to customer enquiries via phone, email, live chat and SMS using Gladly and other approved platforms.
• Provide timely assistance on product questions, order updates, delivery issues and after‑sales support.
• Make outbound calls to customers with abandoned carts, discuss needs, address objections and convert opportunities into sales.
• Follow up with prospects who received free swatch samples, discuss suitability and encourage purchase.
• Contact customers after delivery to gather feedback, resolve concerns and solicit Google reviews.
• Identify and close sales opportunities during support interactions.
• Maintain accurate records, notes and follow‑up schedules in Gladly.
• Coordinate with service, operations, sales and logistics teams to ensure smooth order fulfillment.
• Assist with ad‑hoc tasks across customer service, operations, sales and logistics as needed.

Required profile

• Minimum 4 years of relevant customer service experience, preferably combined with sales.
• Proven ability to handle phone, email and live‑chat in a multi‑channel environment.
• Strong experience in warm outbound sales, lead follow‑up, upselling or converting enquiries into sales.
• Confident in making outbound calls, presenting product features and closing sales over the phone.
• Excellent written and verbal English communication, able to serve Australian, New Zealand, UK or other international customers.
• Experience in e‑commerce, retail, furniture, home‑furnishings or similar high‑consideration consumer products is highly preferred.

Required skills

• Gladly (customer service platform)
• Zendesk, Gorgias or Freshdesk (or similar ticketing systems)