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 process gaps.

Work arrangement
No