Senior Customer Service Specialist

KDCI; Pasig; Sur place; PHP 360 000 - 480 000; Plein temps

Résumé du poste

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

The ideal candidate has at least 3 years of experience, comfort with Australian and UK accents, and experience handling e-commerce or high-value products.

Qualifications

• At least 3 years of customer service experience.
• Experience supporting AU, NZ, UK, or US customers preferred.
• Excellent written and verbal English communication.
• Comfort with phone, email, and live chat support.
• Able to work Australian schedule including weekends (where applicable).
• Experience in e-commerce or high-value product environments preferred.
• Strong documentation and escalation skills.
• Ability to handle frustrated or challenging customers.

Responsabilités

• Handle 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 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.

Connaissances

Customer service

Multichannel support

English proficiency

Accent comprehension

CRM systems

Live chat

Problem solving

Attention to detail

Ownership

Escalation handling

Outils

Shopify

Zendesk

CRM platforms

Description du poste

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.