{"id":3521118,"url":"https://alion.io/job/kdci-customer-service-specialist-2","title":"Customer Service Specialist","company":{"id":678350,"name":"KDCI","domain":"kdci.co","url":"https://alion.io/company/kdci","size_band":"51-200","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"C","score":63,"open_postings":29,"ghost_share":0.621,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1152},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Shopify","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-07T04:02:56Z","employer_posted_date":"2026-09-07","last_verified_at":"2026-11-05T10:51:07Z","board_verified":true,"closed_at":null,"days_open":59,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":59},"description":"Job Summary\nKDCI 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.\nKey Responsibilities\nHandle customer inquiries through phone, email, live chat, and website forms.\n\nAssist customers with product information, stock availability, promotions, payment options, and delivery expectations.\n\nManage order updates, amendments, and customer follow-ups.\n\nCoordinate delivery and installation requirements with customers and relevant teams.\n\nWork with internal teams, logistics providers, and installers to ensure cases progress through resolution.\n\nHandle after-sales concerns, including product troubleshooting, warranties, returns, refunds, and replacements.\n\nEscalate complex, urgent, or sensitive cases appropriately.\n\nMaintain complete and accurate case notes, callbacks, handovers, and follow-up documentation.\n\nIdentify recurring customer concerns, service issues, and process gaps.\n\nRequirements\nJob Requirements\nAt least 3 years of relevant customer service experience.\n\nExperience supporting customers from Australia, New Zealand, the United Kingdom, and/or the United States is strongly preferred.\n\nExcellent written and verbal English communication skills.\n\nMust be able to comfortably understand Australian and UK accents.\n\nExperience providing customer support through phone, email, and live chat.\n\nMust be willing to work across phone, email, and live chat based on business needs.\n\nConfident handling frustrated, dissatisfied, or challenging customers.\n\nExperience in e-commerce, retail, appliances, consumer durables, or other high-value product environments is preferred.\n\nComfortable using CRM, helpdesk, order-management, and live-chat platforms.\n\nExperience with Shopify and Zendesk is strongly preferred.\n\nAbility to interpret product specifications and explain technical or product information in clear, simple language.\n\nStrong documentation, follow-up, problem-solving, judgment, and escalation skills.\n\nStrong sense of ownership and attention to detail when managing customer cases.\n\nMust be available to work the assigned Australian schedule, including weekend or after-hours shifts where applicable.","description_format":"text","description_chars":2451,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Virtual Assistant Services","Business Process Outsourcing 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