Customer Service Specialist

KDCI Outsourcing; Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

KDCI Outsourcing is seeking a 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.

Experience in e-commerce or high-value product environments, familiarity with Shopify and Zendesk, and comfort

Qualifications

• At least 3 years of relevant customer service experience.
• Experience supporting customers from AU, NZ, UK, and/or US is strongly preferred.
• Excellent written and verbal English communication skills.
• Comfortable understanding Australian and UK accents.
• Experience with phone, email, and live chat support.
• Familiarity with Shopify and Zendesk preferred.
• Strong documentation and escalation skills.
• Willing to work Australian schedule including weekend/after-hours shifts.

Responsibilities

• Handle customer inquiries via phone, email, live chat, and website forms.
• Assist customers with product information, stock, promotions, payment options, and delivery expectations.
• Manage order updates, amendments, and follow-ups.
• Coordinate delivery and installation with customers and teams.
• Escalate complex or urgent cases as needed.
• Maintain complete case notes and documentation.

Skills

English proficiency

Customer service

Communication

Ownership

Attention to detail

Tools

Shopify

Zendesk

CRM software

Live chat platforms

Job description

Job Description:

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.

Requirements: