Senior Customer Service Specialist

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