Customer Experience Specialist

2 weeks ago

Johor Bahru, Malaysia Castlery Full time

We're rethinking homes for how people really live, and we're looking for a **Customer Experience Specialist** to join our **CX Operations** team to help shape the future of living—one thoughtful detail at a time.

Operations at Castlery makes it all work — streamlining processes and elevating every customer touchpoint.

**How to qualify**:

- To participate, please ensure that you are **available at either 10am or 1pm** on this date and will be in Johor Bahru to be able to attend the** in-person interview**.

**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.

**Position Details**:

- In this position, your primary responsibilities will involve interacting and collaborating with customers based in the United States, Canada, or United Kingdom.
- Working Arrangement: Rotating night shifts, five-day workweek which may include the weekends and Public Holidays.
- Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28
- Job Arrangement: Onsite

**Built for Real Life, Designed for What's Next**

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life — durable, beautiful, and made to keep up with change.

Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.

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