Customer Service Specialist

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.

• 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.

• 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.