Customer Service Representative

Job Description

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 internal teams when additional assistance is required to resolve customer concerns. Participate in training sessions to stay updated on product knowledge, tools, and internal procedures Job Requirements 2–3 years of experience in a customer service role, preferably within eCommerce or direct-to-consumer environments. Experience in the wellness, health-tech, or related consumer products industry. Experience supporting Western clients or global eCommerce brands. Hands-on experience using customer support and eCommerce platforms such as Shopify, Starshipit, and Salesforce CRM. Previous experience providing customer support through phone, email, and chat channels. Excellent written and verbal English communication skills. Strong customer service mindset with a commitment to delivering exceptional customer experiences. Strong attention to detail, organizational skills, and analytical thinking. High level of empathy with the ability to understand customer concerns and provide effective solutions. Ability to multitask, prioritize competing responsibilities, and perform effectively in a fast-paced environment. Team-oriented with a strong work ethic and commitment to delivering quality service. Must be willing and prepared to work on a rotating shift schedule, including morning, mid, and graveyard shifts, based on business and operational needs.