Delivery Experience Lead — Elevate Customer WOW

Prism Berhad; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

Prism Berhad in Kuala Lumpur, Malaysia, seeks a full-time Delivery Experience Coordinator to be the heart of PRISM+ for customers. You will build and nurture a top-tier Customer Service and Order Scheduler team delivering WOW experiences and driving operatio nal excellence.

You will report to the Head of Customer Experience and coordinate delivery schedules, vendor performance, and customer communications across email, phone, chat, and platforms.

Qualifications

• Diploma or degree holder required.
• 2-5 years of relevant experience in Customer Service, preferably in E-Commerce.
• Leadership, interpersonal, problem solving, and people management skills.
• Excellent phone etiquette and strong verbal and written communication skills.
• Experience with Zendesk or other customer service systems is an advantage.

Responsibilities

• Coordinate delivery schedules according to customer preferences, available slots, and logistical constraints.
• Keep internal systems and databases updated with 100% accuracy.
• Source, evaluate, and onboard new vendors to support growth and scalability.
• Monitor vendor performance, including service quality, responsiveness, and compliance with company standards.
• Analyze trends in customer orders and delivery schedules to enhance operational strategies.
• Address customer questions on order scheduling, tracking, and delivery via email, phone, chat.
• Assist customers in tracking orders and provide updates on delivery timelines.
• Identify common issues and gather customer feedback for improvements.
• Manage escalations or complaints with priority, efficiency, and professionalism.
• Maintain a polite, helpful attitude and uphold professional standards.
• Create and document Delivery Experience Team scheduling procedures and guidelines.
• Supervise day-to-day operations in the department to ensure compliance with standards.
• Coach and develop new coordinators to foster customer-centric culture.
• Define customer service strategy and implement best operating model.
• Ensure excellent internal communication with Customer Service and Logistics teams.
• Drive customer satisfaction goals and coordinate with teams to achieve outcomes.
• Assess service statistics and provide data analysis regularly.

Skills

Leadership

Communication

Problem solving

People management

Customer focus

Education

Diploma or Degree

Tools

Zendesk

Order management systems

Scheduling tools

Excel

Job description

Prism Berhad in Kuala Lumpur, Malaysia, seeks a full-time Delivery Experience Coordinator to be the heart of PRISM+ for customers. You will build and nurture a top-tier Customer Service and Order Scheduler team delivering WOW experiences and driving operatio nal excellence.

You will report to the Head of Customer Experience and coordinate delivery schedules, vendor performance, and customer communications across email, phone, chat, and platforms.