Customer Experience Specialist (Johor Bahru)

Zebra Shipping Sdn. Bhd.; Johor Bahru; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading company is seeking a Customer Experience Specialist to enhance customer satisfaction through effective communication and support. This role involves managing customer inquiries via various channels and requires strong interpersonal skills and prior experience in a call center or BPO environment. Join a team that values good customer experiences and is focused on quality service delivery.

Qualifications

• Minimum 2 years experience in call center or BPO.
• Strong communication skills with empathy and problem-solving.

Responsibilities

• Provide an omnichannel experience via email, chat, and social media.
• Assist customers with inquiries and issues to mitigate detractors.
• Ensure service standards including CSAT and resolution time.

Skills

Fluent English

Analytical skills

Problem-solving skills

Organizational skills

Empathy

Communication skills

Team player

Tools

Zendesk

Job description

Customer Experience Specialist (Johor Bahru)

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 make 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 shortlisted, you will receive an email RSVP invitation to our next Interview Event on Friday, 27 June 2025 at Infinity8 Reserve Mid Valley Southkey, Level 28 in Johor Bahru.

To participate, please ensure you are available at 10am or 1pm on this date and can attend the in-person interview in Johor Bahru.

What you will be doing:

• Provide an omnichannel experience via email, chat, WhatsApp, social media, and calls, with a comprehensive understanding of our products and services
• Personalise and engage customers effectively to drive satisfaction
• Assist customers with inquiries and issues efficiently to mitigate detractors
• Ensure service standards are met, including CSAT, Quality Assurance (QA), Response time, and Resolution time

What you'll need:

• Fluent English with excellent written and verbal communication skills
• At least 2 years of experience in a call center or BPO
• Ability to determine customer needs and build rapport quickly
• Empathy and prioritization skills to provide appropriate solutions and set expectations
• Patience and ownership with each customer interaction
• Analytical and creative problem-solving skills
• Excellent interpersonal, communication, and organizational skills
• Self-starter, resourceful, and tenacious
• Team player, able to collaborate within and across teams
• Experience with Zendesk or similar ticketing systems is highly advantageous

This role involves interacting with customers based in the United States, working night shifts, and a five-day workweek that may include weekends and public holidays.

Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28

Job Arrangement: Onsite

About Castlery

At Castlery, we’ve spent over a decade building a brand people love by designing furniture for real life — durable, beautiful, and adaptable to change.

We are now focused on scaling thoughtfully, crafting better experiences, and growing a team as intentional as our design philosophy.

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

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