Customer Service Consultant; CA

Position: Customer Service Consultant (CA )
Type of position:
Full Time

Department:
Customer Service

Location:

Vancouver, British Columbia, CAN

Date Posted: 17 September 2026

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 elevate 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

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 —…