Job Summary
KDCI Outsourcing is seeking a proactive and empathetic Customer Service Representative to support a client in the wellness and lifestyle industry. This role is responsible for providing timely, professional, and solution-oriented customer support while ensuring an exceptional customer experience. The ideal candidate has experience supporting eCommerce or direct-to-consumer brands, strong communication skills, and the ability to effectively resolve product, order, return, and troubleshooting inquiries.
Key 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
- At least 2 years of experience in an eCommerce customer service role.
- Hands-on experience using Salesforce CRM, Shopify, and Loop for customer service, order management, and returns processing.
- Exposure to order processing, returns, exchanges and shipping coordination.
- Strong written English communication skills with the ability to communicate professionally across email and social media channels.
- Strong customer service and problem-solving skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work independently and collaboratively with internal and external teams.
- Knowledge of health and wellness products is an advantage.
- Experience or familiarity with optics, prescription eyewear, or optical retail is a plus.
