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 information, interaction notes, follow-up schedules, and sales-related records in Gladly.

• Coordinate with customer service, operations, sales, and logistics/supply chain teams to resolve customer concerns and support order fulfillment.

• Follow up on outstanding enquiries and ensure customers receive timely updates and clear next steps.

• Assist with ad hoc tasks across customer service, operations, sales, and logistics/supply chain as required by business needs.

• Maintain a high standard of customer service while contributing to sales conversion and customer satisfaction goals.

Job Requirements

• At least 4 years of relevant customer service experience, preferably in a combined customer support and sales role.

• Proven experience handling phone, email, and live chat in a multi-channel customer service environment.

• Strong experience in warm outbound sales, lead follow-up, upselling, cross-selling, or converting customer enquiries into sales.

• Confident and comfortable making outbound calls, discussing product features, overcoming purchasing objections, and closing sales over the phone.

• Excellent written and verbal English communication skills, with the ability to communicate clearly and professionally with Australian customers.

• Experience supporting Australian, New Zealand, UK, or other international customers is preferred.

• Experience in e-commerce, retail, furniture, home furnishings, lifestyle products, or other high-consideration consumer products is highly preferred.

• Experience using Gladly is preferred; familiarity with Zendesk, Gorgias, Freshdesk, or similar customer service platforms is an advantage.

• Comfortable using order-management systems, CRM platforms, and Microsoft Office or Google Workspace.

• Strong ability to understand product specifications and translate them into clear, customer-friendly explanations.

• Able to manage multiple enquiries, follow-ups, and sales opportunities while maintaining accurate documentation.

• Experience coordinating with logistics, delivery, or supply chain teams is an advantage.

• Flexible and willing to work varying schedules, including evenings, weekends, and holidays, as required by business needs.