Senior Customer Service Specialist

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

Job summary

KDCI Outsourcing is seeking a Customer Service Specialist to support customers throughout the journey from pre-purchase inquiries to after-sales care, across phone, email, and live chat. The ideal candidate has strong communication, ownership, and attention to detail.

You will handle inquiries, provide product information, coordinate deliveries, manage returns, and escalate when needed. English proficiency and experience with CRM tools are required; Australian, UK, and US support is a plus.

Qualifications

• 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 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.

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.

Skills

Multichannel support

Fluent English

Customer focus

Problem solving

Documentation

Tools

Shopify

Zendesk

CRM software

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.