Customer Experience Specialist - Multichannel Support

KDCI

Pasig

In loco

PHP 360.000 - 480.000

Tempo pieno

11 giorni fa

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Descrizione del lavoro

KDCI Outsourcing is seeking a Customer Service Specialist to support customers end-to-end—from pre-purchase inquiries to order fulfillment, delivery, installation, and after-sales care. The role emphasizes strong communication, ownership, and attention to detail across phone, email, and live chat.

The ideal candidate has 3+ years in customer service, experience supporting AU/NZ/UK/US customers, and comfort with Shopify, Zendesk, and CRM tools.

Competenze

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 understand Australian and UK accents.
Experience providing support via phone, email, and live chat.
Willing to work across phone, email, and live chat as needed.
Confident handling frustrated or challenging customers.
Experience in e-commerce/retail/high-value product environments is preferred.

Mansioni

Handle customer inquiries via phone, email, live chat, and website forms.
Assist with product information, stock, promotions, payment options, and delivery expectations.
Manage order updates, amendments, and customer follow-ups.
Coordinate delivery and installation with customers and relevant teams.
Work with internal teams, logistics providers, and installers to progress cases to resolution.
Handle after-sales concerns including warranties, returns, refunds, and replacements.
Escalate complex, urgent, or sensitive cases as needed.
Maintain complete case notes, callbacks, handovers, and follow-up documentation.
Identify recurring customer concerns and process gaps.