Customer Service Representative

Job Overview

KDCI Outsourcing is looking for a proactive and empathetic Customer Service Representative to support a client in the wellness and lifestyle industry. In this role, you will provide timely, professional, and solution-oriented support via email, ensuring an exceptional customer experience. You will act as the first point of contact for inquiries related to products, orders, returns, and troubleshooting. Your clear communication skills and ability to resolve issues effectively will contribute to upholding the client’s strong reputation for customer care.

Job Responsibilities

• Respond promptly and professionally to customer inquiries via email
• Provide accurate and helpful information about product details, availability, pricing, and usage
• Troubleshoot and resolve service or product issues by identifying root causes and recommending solutions
• Handle order processing tasks, including updates, modifications, and returns
• Escalate unresolved or complex issues to the appropriate internal teams as needed
• Maintain accurate and comprehensive records of all customer interactions, transactions, and feedback
• Follow established communication guidelines and policies to ensure consistency and quality in support
• Collaborate with the client’s Australian-based team to resolve customer concerns efficiently
• Participate in training sessions to stay updated on product knowledge, tools, and internal procedures

Job Requirements

• 2 to 3 years of experience in a customer service role, preferably in eCommerce or direct-to-consumer settings
• Excellent written communication skills in English
• Strong attention to detail, organization, and analytical thinking
• High level of empathy and the ability to understand and address customer needs effectively
• Ability to multitask and perform under pressure in a fast-paced environment
• Team player with a strong work ethic and commitment to delivering quality service

Nice to have

• Experience in the wellness or health-tech industry
• Familiarity with support platforms such as Re:amaze, Shopify, and Starshipit
• Prior experience handling international customer service communications
• Background working with Western clients or global eCommerce brands