Customer Experience Operations Specialist

1 week ago

Johor Bahru, Malaysia Agensi Pekerjaan Inter Island Sdn Bhd Full time

**Job Purpose**:
As a Customer Experience Operations Specialist, you will act as the primary liaison between the company customers across multiple channels. Your role is essential in delivering an exceptional, engaging, and efficient customer experience that drives satisfaction and loyalty. You will be responsible for understanding customer needs, resolving concerns, and ensuring a seamless customer journey.

**Key Responsibilities**:

- Provide accurate and timely information about products and services.
- Understand and uncover customers' needs, offering personalized recommendations and solutions.
- Guide customers through the purchasing process, from enquiry to order processing.
- Resolve customer issues effectively to reduce dissatisfaction and convert detractors into promoters.
- Maintain high standards of service quality, meeting CSAT, QA, response time, and resolution metrics.
- Stay updated with the latest product knowledge, promotions, and design trends to enhance customer engagement.
- Demonstrate ownership and empathy in all customer interactions.
- Collaborate with cross-functional teams to ensure a consistent and smooth customer experience.

**Qualifications:Minimum Requirements**:

- Minimum 2 years of experience in a call center or BPO environment.
- Strong command of English, both written and verbal.
- Proven ability to build rapport with customers quickly.
- Excellent problem-solving, communication, and interpersonal skills.
- Customer-focused with the ability to empathize and remain patient under pressure.
- Demonstrated ability to analyze situations and provide creative, appropriate solutions.
- Organized, detail-oriented, and able to manage multiple priorities.
- Self-motivated, tenacious, and results-driven.
- A team player with a collaborative mindset.

**Preferred Qualifications**:

- Experience using Zendesk or similar customer support ticketing systems.
- Ability to speak Mandarin is a plus.
- Background or interest in design/furniture retail is an advantage.
- Familiarity with US customer service expectations is beneficial due to time zone and customer base.

**What We Offer**:

- Be part of a fast-growing, high-potential company at a key scaling stage.
- Dynamic, supportive, and transparent work culture.
- Clear career development pathways and structured onboarding.
- Access to training programs in technical skills, soft skills, and leadership development.
- Opportunities to work on impactful, customer-centric projects.

**Job Types**: Full-time, Permanent

Pay: RM3,500.00 - RM4,500.00 per month

**Experience**:

- Customer service: 2 years (required)

**Language**:

- English (required)

**Location**:

- Johor Bahru (required)

Expected Start Date: 11/08/2025

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