Senior Customer Support Specialist

KDCI Outsourcing is seeking a Senior Customer Support Specialist to manage customer enquiries and sales opportunities throughout the customer journey. This role combines multi-channel customer service warm outbound sales and post-purchase engagement requiring strong product knowledge sales confidence and ownership from initial enquiry through after-sales support.

• Handle customer enquiries across phone email live chat and SMS through Gladly and other approved communication platforms.

• Provide professional and timely assistance with product enquiries order updates delivery concerns and after-sales support.

• Conduct outbound calls to customers with abandoned carts to understand their needs address purchasing concerns and convert opportunities into sales.

• Follow up with customers who have requested free swatch samples to discuss product suitability and encourage conversion through warm sales calls.

• Contact customers after delivery to gather feedback address concerns and invite satisfied customers to leave a Google review.

• Confidently explain product features specifications and benefits to help customers make informed purchasing decisions.

• Identify sales opportunities during customer service interactions and close sales over the phone when appropriate.

• Maintain accurate customer information interaction notes follow-up schedules and sales-related records in Gladly.

• Coordinate with customer service operations sales and logistics/supply chain teams to resolve customer concerns and support order fulfillment.

• Follow up on outstanding enquiries and ensure customers receive timely updates and clear next steps.

• Assist with ad hoc tasks across customer service operations sales and logistics/supply chain as required by business needs.

• Maintain a high standard of customer service while contributing to sales conversion and customer satisfaction goals.

• At least 4 years of relevant customer service experience preferably in a combined customer support and sales role.

• Proven experience handling phone email and live chat in a multi-channel customer service environment.

• Strong experience in warm outbound sales lead follow-up upselling cross-selling or converting customer enquiries into sales.

• Confident and comfortable making outbound calls discussing product features overcoming purchasing objections and closing sales over the phone.

• Excellent written and verbal English communication skills with the ability to communicate clearly and professionally with Australian customers.

• Experience supporting Australian New Zealand UK or other international customers is preferred.

• Experience in e-commerce retail furniture home furnishings lifestyle products or other high-consideration consumer products is highly preferred.

• Experience using Gladly is preferred; familiarity with Zendesk Gorgias Freshdesk or similar customer service platforms is an advantage.

• Comfortable using order-management systems CRM platforms and Microsoft Office or Google Workspace.

• Strong ability to understand product specifications and translate them into clear customer-friendly explanations.

• Able to manage multiple enquiries follow-ups and sales opportunities while maintaining accurate documentation.

• Experience coordinating with logistics delivery or supply chain teams is an advantage.

• Flexible and willing to work varying schedules including evenings weekends and holidays as required by business needs.