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.