Customer Service Consultant (CA-Vancouver)

King Living Pty; Vancouver; Hybrid; CAD 55,000 - 65,000; Full time

Job summary

King Living is seeking a Customer Support Consultant in Vancouver to own post-sale warranty and service inquiries from initial contact to final resolution. You will troubleshoot issues, coordinate repairs, and advocate for customers using Salesforce Customer 360 and AI-enabled tools.

You will prioritize cases, set realistic service timelines, and work with technicians and internal teams to ensure quality outcomes. This role offers growth within a values-driven Canadian operation.

Qualifications

• Proven background in customer service for furniture/retail/service sectors.
• Experience with warranties and consumer guarantees is ideal.
• Familiarity with digital tools and knowledge bases.

Responsibilities

• Own post-sale warranty and service enquiries end-to-end from contact to resolution.
• Coordinate repairs and service appointments with clear expectations.
• Use Salesforce Customer 360 to document cases with accurate notes and history.
• Apply AI tools to improve accuracy, turnaround and customer messaging.
• Communicate transparently and set service windows and expectations.
• Escalate high-risk issues and coordinate with service technicians and internal teams.
• Contribute to knowledge base improvements and policy-aligned resolutions.

Skills

Customer service

Conflict resolution

Communication

CRM familiarity

Product knowledge

AI-enabled systems

Problem solving

Warranty knowledge

Tools

Salesforce Customer 360

Job description

Type of position: Full Time

Department: Customer Service

Location: Vancouver, British Columbia, CAN

Date Posted: 17 September 2026

King Living is a family-owned Australian design company that has been designing and manufacturing its own furniture since 1977. We are vertically integrated — our own design, our own factories, our own showrooms across Australia, New Zealand, the UK, Canada, the USA and Asia — and because we make it ourselves, we stand behind it ourselves.

As a Customer Support Consultant specializing in warranty, you own post-sale warranty and service enquiries from first contact to resolution, with minimal hand-offs. Working in Salesforce Customer 360 with AI-enabled tools, you will troubleshoot product issues, coordinate repairs and service appointments, set clear expectations, and see each case through. You are the customer’s advocate inside the business.

You will also have real latitude. Case resolution, day-to-day prioritization, how you communicate with the customer, which AI recommendations you act on, and booking service technicians or raising internal jobs are yours to call within scope.

What You Will Own

Warranty Resolution & Case Ownership

Own post-sale warranty and service enquiries end to end with minimal hand-offs — troubleshooting and resolving concerns with a creative, outside-the-box mindset that balances process with customer experience.

Customer Advocacy & Lifecycle Support

Own enquiries relating to warranty, repairs and service appointments from start to finish, making informed decisions by reviewing service history in the CRM.

Salesforce & Case Management

Use Salesforce Customer 360 to manage and document cases, maintaining a single view of the customer with accurate notes, product and order linking, and contact history.

AI-Driven Support & Efficiency

Apply AI tools and automations to improve accuracy, turnaround and customer messaging — and spot the cases where AI recommendations or predictive tools can lift first contact resolution.

Communication & Coordination

Keep communication transparent and timely throughout the case journey. Set service windows, manage expectations, and coordinate internally to avoid duplication and clarify repair or replacement timelines.

Escalation & Operational Support

Identify high-risk service issues and complex complaints and elevate them appropriately, book service technicians, raise internal jobs, and keep your product knowledge sharp enough to advise on care, materials and coverage.

Process Integrity & Improvement

Make sure resolutions align with policy and quality standards, recommend improvements that cut resolution time, and contribute to the knowledge base.

Who You Are

• Proven background in customer service, preferably in furniture, retail or service-based industries
• Strong conflict resolution, de-escalation and communication skills
• Familiarity with Salesforce Customer 360 or a similar CRM platform
• An understanding of warranties, consumer guarantees and product fault assessment
• Experience with digital tools, AI-enabled systems and knowledge bases
• A problem-solving mindset focused on customer satisfaction
• Strong product knowledge, or the curiosity to build it — materials, care and coverage

AI at King Living

King Living is actively embracing AI across the business to remove friction, increase visibility and accelerate decision making. You do not need to be an expert — but you should be curious, open-minded and happy to use tools that take the admin out of a case so you can spend your time on the customer.

Why People Join King Living — And Stay

An Iconic Australian Brand

Since 1977, King Living has redefined Australian furniture design. With operations across Australia, New Zealand, the UK, Canada, Singapore, Malaysia, the USA, China and Thailand — you will represent a brand with genuine global reach and a product worth standing behind.

Be Rewarded

$55,000 – $65,000 per annum, depending on experience.

Real Case Ownership

You own the case from first contact to resolution — with the autonomy to resolve it, not just log it and pass it on.

AI-Forward Environment

King Living actively embraces AI and emerging technologies — you will be encouraged to use them to lift first contact resolution and cut the admin around every case.

Career Growth

Clear pathways into senior consultant and specialist roles, customer service leadership, and enablement or quality pathways as our Canadian operation grows.

Generous Discounts

Employee and family & friends discounts on our full premium product range.

Collaborative Culture

Work closely with service technicians and field service, showrooms, design and product teams, and enablement and quality in a fast-moving, values-driven environment.

King Living is an equal opportunity employer. All applicants will be considered regardless of race, sexuality, religion, colour, gender identity or parental status. Accommodations are available on request at any stage of the recruitment process.