Customer Service Specialist

KDCI; Pasig; On-site; PHP 360,000 - 480,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Multichannel support

Documentation

Escalation handling

Problem solving

Attention to detail

CRM platforms

Tools

Zendesk

Shopify

CRM platforms

Order management systems

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.