Customer Experience Specialist

Castlery; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in furniture design seeks a Customer Experience Specialist to enhance customer interactions. This role involves providing comprehensive support across multiple channels, ensuring customer satisfaction and effective communication. Join a dynamic team dedicated to creating great home experiences and work onsite in Johor Bahru.

Qualifications

• Fluent in English with excellent written and verbal communication skills.
• 2+ years of customer service experience required.
• Able to empathize with and prioritize customer needs.

Responsibilities

• Provide omnichannel customer support through various platforms.
• Engage effectively with customers to enhance satisfaction.
• Ensure service standards are met, including CSAT and quality.

Skills

Communication

Problem Solving

Interpersonal Skills

Organizational Skills

Analytical Thinking

Tools

Zendesk

Job description

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:

• Once your application to this position has been successfully submitted, we will review your resume and profile.
• If you are successfully shortlisted, you will receive an email RSVP invitation to our next Interview Event taking place on Friday, 27 June 2025 at Infinity8 Reserve Mid Valley Southkey, Level 28 in Johor Bahru.
• 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:

• Provide an omnichannel experience e.g email, chats, Whats-App, social media, calls with a comprehensive understanding of our products and services
• 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.