E-commerce CX Operations Specialist (US Night Shift)

Castlery

Johor Bahru

On-site

MYR 100,000 - 167,000

Full time

11 days ago

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Job summary

Castlery is seeking a Specialist, CX Operations to join our E-commerce team in Malaysia. You’ll own the post-sales exception process end-to-end for the US market, handling disputes, returns, refunds, replacements and reverse logistics.

This role focuses on resolving issues on first contact, meeting policy, and coordinating with warehouse and logistics. You’ll work fully onsite at Hab GRID, Sunway Iskandar, Iskandar Puteri, Johor, with Sunday–Thursday or Tuesday–Saturday shifts to support US

Qualifications

Experience in operations and customer service roles.
Familiarity with eCommerce platforms and returns processes.
Hands-on experience with ERP systems.
Understanding of eCommerce logistics and order flow.
Excellent communication under pressure.
Ability to work night shift to support US hours.

Responsibilities

Own order-related disputes from raised to closed and manage the resolution process.
Coordinate the return process across our platforms, adhering to each platform's rules and timelines.
Process refunds and replacements accurately and in line with policy.
Oversee reverse logistics and restocking to move returned stock back into the system.
Collaborate with warehouse, logistics and post-sales teams to resolve issues promptly.
Be the CX operations point of contact during US business hours and communicate with customers.
Maintain accurate records in Odoo, the CX portal and Excel so cases are traceable.
Identify patterns in repeat exceptions and drive process improvements.