Job Summary 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. Key Responsibilities • 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. Job Requirements • 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.