Customer Service Representative

Job Summary

KDCI Outsourcing is seeking a Customer Service Representative to provide high-quality support across phone, email, and chat channels. This role requires strong communication skills, a customer-first mindset, and the ability to multitask in a fast-paced environment. The ideal candidate has experience supporting e-commerce operations, particularly using Shopify or similar platforms to manage orders, returns, and customer inquiries efficiently.

Key Responsibilities

• Handle customer inquiries via phone, email, and chat in a professional and timely manner.
• Assist customers with order tracking, product inquiries, returns, and account updates.
• Manage and update customer information accurately within internal systems.
• Process returns, exchanges, and refunds in accordance with company policies.
• Utilize Shopify or similar e-commerce platforms to resolve order-related concerns.
• Maintain clear and organized documentation of all customer interactions.
• Escalate complex or sensitive cases appropriately.
• Meet service level agreements (SLAs) and quality standards consistently.
• Deliver a positive and solution-oriented customer experience.

Job Requirements

• Excellent verbal and written communication skills.
• Previous experience in a customer service role, preferably handling phone, email, and chat support.
• Strong customer-focused mindset with a commitment to delivering exceptional service.
• Ability to multitask and prioritize tasks effectively.
• Experience using Shopify or similar e-commerce platforms to manage orders, process returns, update customer information, and resolve inquiries.