Senior Customer Support & Sales Specialist

KDCI; Pasig; On-site; PHP 420,000 - 700,000; Full time

Job summary

KDCI Outsourcing is seeking a Senior Customer Support Specialist to manage customer enquiries and sales opportunities across multiple channels. The role blends customer service, warm outbound sales, and post-purchase engagement to drive conversions and customer satisfaction.

Ideal candidates have 4+ years in customer service with strong English communication and experience handling international customers. The position requires adaptability to varying schedules and collaboration with

Qualifications

• At least 4 years of relevant customer service experience.
• Experience handling phone, email, and live chat in a multi-channel environment.
• Strong experience in warm outbound sales, lead follow-up, upselling, or cross-selling.
• Confident in making outbound calls and closing sales over the phone.
• Excellent written and verbal English communication skills, with ability to communicate with Australian customers.

Responsibilities

• Handle customer enquiries across phone, email, live chat, and SMS through Gladly and other platforms.
• Provide professional and timely assistance with product enquiries, order updates, delivery concerns, and after-sales support.
• Conduct outbound calls to customers with abandoned carts to convert opportunities into sales.
• Follow up with customers who requested free swatch samples to discuss product suitability and conversion.
• Contact customers after delivery to gather feedback and invite Google reviews.
• Explain product features, specifications, and benefits to help customers make informed decisions.
• Identify sales opportunities during service interactions and close sales when appropriate.
• Maintain accurate customer information and sales records in Gladly.
• Coordinate with service, operations, sales, and logistics to resolve concerns and support orders.
• Follow up on outstanding enquiries with clear next steps.
• Assist with ad hoc tasks across service, operations, sales, and logistics as needed.
• Maintain high standard of service while contributing to sales goals.

Skills

Multi-channel service

Outbound sales

Sales opportunity identification

Product knowledge

Tools

Gladly

Zendesk

Gorgias

Freshdesk

Job description

KDCI Outsourcing is seeking a Senior Customer Support Specialist to manage customer enquiries and sales opportunities across multiple channels. The role blends customer service, warm outbound sales, and post-purchase engagement to drive conversions and customer satisfaction.

Ideal candidates have 4+ years in customer service with strong English communication and experience handling international customers. The position requires adaptability to varying schedules and collaboration with