Customer Service Consultant (CA-Vancouver)

Job summary

You will own post-sale warranty and service enquiries from first contact to resolution using Salesforce and AI-enabled tools. This involves troubleshooting product issues, coordinating repairs, and acting as a customer advocate within the business.

Job details

King Living is a family-owned Australian design company that has been designing and manufacturing its own furniture since 1977. We are vertically integrated — our own design, our own factories, our own showrooms across Australia, New Zealand, the UK, Canada, the USA and Asia — and because we make it ourselves, we stand behind it ourselves. As a Customer Support Consultant specializing in warranty, you own post-sale warranty and service enquiries from first contact to resolution, with minimal hand-offs. Working in Salesforce Customer 360 with AI-enabled tools, you will troubleshoot product issues, coordinate repairs and service appointments, set clear expectations, and see each case through. You are the customer’s advocate inside the business. You will also have real latitude. Case resolution, day-to-day prioritization, how you communicate with the customer, which AI recommendations you act on, and booking service technicians or raising internal jobs are yours to call within scope. What You Will Own Warranty Resolution & Case Ownership Own post-sale warranty and service enquiries end to end with minimal hand-offs — troubleshooting and resolving concerns with a creative, outside-the-box mindset that balances process with customer experience. Customer Advocacy & Lifecycle Support Own enquiries relating to warranty, repairs and service appointments from start to finish, making informed decisions by reviewing service history in the CRM. Salesforce & Case Management Use Salesforce Customer 360 to manage and document cases, maintaining a single view of the customer with accurate notes, product and order linking, and contact history. AI-Driven Support & Efficiency Apply AI tools and automations to improve accuracy, turnaround and customer messaging — and spot the cases where AI recommendations or predictive tools can lift first contact resolution. Communication & Coordination Keep communication transparent and timely throughout the case journey. Set service windows, manage expectations, and coordinate internally to avoid duplication and clarify repair or replacement timelines. Escalation & Operational Support Identify high-risk service issues and complex complaints and escalate them appropriately, book service technicians, raise internal jobs, and keep your product knowledge sharp enough to advise on care, materials and coverage. Process Integrity & Improvement Make sure resolutions align with policy and quality standards, recommend improvements that cut resolution time, and contribute to the knowledge base. Who You Are Calm, creative and genuinely on the customer’s side — the person who takes the difficult call and leaves the customer better than they found them. Proven background in customer service, preferably in furniture, retail or service-based industries Strong conflict resolution, de-escalation and communication skills Familiarity with Salesforce Customer 360 or a similar CRM platform An understanding of warranties, consumer guarantees and product fault assessment Experience with digital tools, AI-enabled systems and knowledge bases A problem-solving mindset focused on customer satisfaction Strong product knowledge, or the curiosity to build it — materials, care and coverage AI at King Living King Living is actively embracing AI across the business to remove friction, increase visibility and accelerate decision making. You do not need to be an expert — but you should be curious, open-minded and happy to use tools that take the admin out of a case so you can spend your time on the customer. Why People Join King Living — And Stay An Iconic Australian Brand Since 1977, King Living has redefined Australian furniture design. With operations across Australia, New Zealand, the UK, Canada, Singapore, Malaysia, the USA, China and Thailand — you will represent a brand with genuine global reach and a product worth standing behind. Be Rewarded $55,000 - $65,000 per annum, depending on experience. Real Case Ownership You own the case from first contact to resolution — with the autonomy to resolve it, not just log it and pass it on. AI-Forward Environment King Living actively embraces AI and emerging technologies — you will be encouraged to use them to lift first contact resolution and cut the admin around every case. Career Growth Clear pathways into senior consultant and specialist roles, customer service leadership, and enablement or quality pathways as our Canadian operation grows. Generous Discounts Employee and family & friends discounts on our full premium product range. Collaborative Culture Work closely with service technicians and field service, showrooms, design and product teams, and enablement and quality in a fast-moving, values-driven environment. King Living is an equal opportunity employer. All applicants will be considered regardless of race, sexuality, religion, colour, gender identity or parental status. Accommodations are available on request at any stage of the recruitment process. Ready to be the person who actually fixes it? We’d love to hear from you.

What you’ll do

You will own post-sale warranty and service enquiries from first contact to resolution using Salesforce and AI-enabled tools. This involves troubleshooting product issues, coordinating repairs, and acting as a customer advocate within the business.

Requirements

The ideal candidate has a proven background in customer service, preferably within the furniture or retail industry. You must possess strong conflict resolution skills, familiarity with CRM platforms, and a problem-solving mindset.

Benefits

• Employee discounts
• Friends and family discounts
• Career growth pathways

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Product Knowledge · Preferred
• CRM Management · Preferred
• case management · Preferred
• Communication · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Warranty resolution
• Salesforce Customer 360
• Conflict resolution
• De-escalation
• Product knowledge
• CRM management
• AI-enabled tools
• Problem-solving
• Communication
• Case management
• Service coordination

Job areas

• Customer Service & Support
• Retail
• Manufacturing

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