Senior Multi-Channel Customer Experience 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 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.

Responsibilities

• 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.

Skills

Customer service

Multichannel support

English proficiency

Accent comprehension

CRM systems

Live chat

Problem solving

Attention to detail

Ownership

Escalation handling

Tools

Shopify

Zendesk

CRM platforms

Job description

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.