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.