Global Customer Experience Specialist

KDCI; Eastern Manila District; Presencial; PHP 360.000 - 480.000; Jornada completa

Descripción de la vacante

KDCI Outsourcing is seeking a Customer Service Specialist to support customers throughout the journey—from pre-purchase inquiries to order fulfillment, delivery, installation, and after-sales care. The ideal candidate demonstrates strong communication, ownership, and attention to detail and can work across phone, email, and live chat in a fast-paced environment.

Three years of relevant experience, plus proficiency in handling inquiries from Australia, New Zealand, the United Kingdom, and the

Formación

• Excellent written and verbal English communication skills.
• Strong ability to manage multiple channels (phone, email, live chat).
• Ability to understand Australian and UK accents and adapt communication accordingly.
• Experience supporting customers from AU, NZ, UK, and US is strongly preferred.
• Comfortable using CRM, helpdesk, order-management, and live-chat platforms.

Responsabilidades

• Handle customer inquiries via 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 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.

Conocimientos

Communication skills

Judgment

Ownership

Attention to detail

Multichannel support

Herramientas

Zendesk

Shopify

CRM software

Descripción del empleo

KDCI Outsourcing is seeking a Customer Service Specialist to support customers throughout the journey—from pre-purchase inquiries to order fulfillment, delivery, installation, and after-sales care. The ideal candidate demonstrates strong communication, ownership, and attention to detail and can work across phone, email, and live chat in a fast-paced environment.

Three years of relevant experience, plus proficiency in handling inquiries from Australia, New Zealand, the United Kingdom, and the