Customer Experience Specialist

7 months ago

Kuala Lumpur, Malaysia Castlery Full time

**Customer Experience Specialist**

Castlery is looking for a **Customer Experience Specialist** to join our **Customer Experience Department.**

The Customer Experience (CX) team bridges every touchpoint between Castlery and the customer, whether it's through a physical store, an online shopping cart or any other touch point where one interacts with Castlery. Our role is to ensure that customer experience is engaging, efficient, and effective to continuously drive towards long-lasting customer satisfaction and loyalty, creating promoters in our community for business sustainability.

This role suits individual with sales and/or customer experience background and enjoys a role with plenty of customer interactions. If you have a love of connecting with people and providing great customer service coupled with an interest in contributing directly to the bottom line of a multi-million-dollar organization, this is the position for you

**What you will be doing**:

- Personalise and engage customers effectively to drive customer satisfaction
- Assist customer on enquiries and issues efficiently to mitigate detractors
- Ensuring service standards are met e.g CSAT, Quality Assurance (QA), Response time and Resolution time

**What you'll need**:

- Fluent English with excellent communication skills, both written and verbal
- At least 2 Years of working experience in the related field is required for this position
- Ability to determine customer needs and quickly build rapport with customers
- Ability to empathize with and prioritize customer needs, provide appropriate solutions and setting expectations with customers.
- Exude patience and ownership with each customer
- Able to solve problems by thinking analytically and creatively
- Excellent communication, interpersonal and organisational skills
- Self-starter, resourceful and tenacious
- Team player, working collaboratively within and across teams
- Experience working with Zendesk and/or a similar ticketing system is highly advantageous.

**What we promise**:
**Our first promise - the ride of a lifetime**

You will be joining the company in its most exciting phase, where we have proven our product market fit. With the growing online penetration of furniture, we will scale from 1 to 100. You will witness the rapid scaling of our customers and organization.

**The second promise - a good place to work**

We are building a company that puts people as the company's core strategy for success. It's our mandate to make every employee perform to their highest potential so that they can do the very best work of their lives here, in Castlery.

We deeply value the employee's growth, ensuring a good onboarding experience, building career development, clarity on the company strategy and everyone's contribution to the bigger picture

Create a supportive, transparent and flexible work environment to enable our people to be highly productive and creative

Design and provide effective technical, managerial, culture and leadership training programs to help our people learn and grow

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