Senior Customer Support Specialist
Job Summary
KDCI Outsourcing is seeking a Senior Customer Support Specialist to manage customer enquiries and sales opportunities throughout the customer journey. This role combines multi-channel customer service, warm outbound sales, and post-purchase engagement, requiring strong product knowledge, sales confidence, and ownership from initial enquiry through after-sales support.
Key Responsibilities
Handle customer enquiries across phone, email, live chat, and SMS through Gladly and other approved communication 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 understand their needs, address purchasing concerns, and convert opportunities into sales.
Follow up with customers who have requested free swatch samples to discuss product suitability and encourage conversion through warm sales calls.
Contact customers after delivery to gather feedback, address concerns, and invite satisfied customers to leave a Google review.
Confidently explain product features, specifications, and benefits to help customers make informed purchasing decisions.
Identify sales opportunities during customer service interactions and close sales over the phone when appropriate.
Maintain accurate customer in
