Senior Customer Experience Agent

Castlery; Johor; On-site; MYR 67,000 - 100,000; Full time

Job summary

Castlery is seeking a Senior Customer Experience Agent to own customer cases end-to-end across email, chat and phone. You will resolve most issues independently, applying product knowledge and policy guidelines, and escalate compliance breaches early when necessary.

You will pre-empt issues by using multiple systems fluently and coordinating with logistics, retail and product teams to deliver a truly resolved experience. Join a growing team focused on real-life customer outcomes.

Qualifications

• 3+ years in customer experience with end-to-end case ownership in e-commerce/retail with physical goods.
• Strong independent judgment with experience handling non-standard/ambiguous cases and knowing when to consult/elevate.
• Proficiency across multiple systems and tools (helpdesk/CRM, order management) and ability to coordinate across teams to serve the customer.

Responsibilities

• Own a customer's case end-to-end across email, chat, and phone.
• Resolve most cases independently using judgment and policy knowledge, escalating compliance breaches early when needed.
• Anticipate customer needs and pre-empt issues by navigating multiple tools to deliver a personalised service experience.
• Coordinate with logistics, fulfilment, retail, and product to fully resolve a case and craft a genuinely resolved experience.
• Own customer-level reporting, surfacing trends and proposing fixes to prevent recurrence.

Skills

End-to-end ownership

Customer experience

Independent judgment

Communication skills

Problem solving

Ownership mentality

Tools

CRM

Helpdesk

Order management

Job description

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

Success in this role means owning a customer's problem from first contact through to genuine resolution so the customer never has to ask twice. You'll resolve the majority of cases independently, applying judgment and product knowledge rather than waiting for direction. You'll anticipate what a customer needs next and pre-empt issues before they elevate, coordinating across logistics, retail, and product to close a case properly. You'll also turn what you see across cases into reporting that surfaces recurring issues and propose the fixes that stop them repeating.

Location

Hab GRID, Sunway Iskandar, Iskandar Puteri, Johor

Work Arrangement

Fully onsite

Working Hours

Rotational shifts supporting the US market

• Shift A: 10:00 PM–7:00 AM
• Shift B: 4:00 AM–1:00 PM
• Two off-days per week, including one weekend day

What You'll Be Doing

• Own a customer's case end-to-end across email, chat, and phone.
• Resolve most cases independently using judgment and product and policy knowledge, consulting on the right resolution path for non-standard scenarios and escalating compliance breaches early.
• Anticipate what the customer needs next and pre-empt issues rather than reacting, navigating multiple tools and systems fluently to deliver a personalised, joined-up service experience.
• Coordinate with logistics, fulfilment, retail, and product to fully resolve a case, adapting tone and approach to the specific customer so they feel genuinely resolved, not processed.
• Own customer-level reporting—identifying recurring issues, surfacing risks, trends, and patterns across cases, and proposing fixes or process improvements.

What You Need To Succeed

• 3+ years in customer experience with demonstrated end-to-end case ownership, not task-based or tiered handoff work, ideally in e-commerce or retail with physical goods.
• Strong independent judgment, with a track record of handling non-standard or ambiguous cases responsibly and knowing when to consult versus elevate.
• Proficiency across multiple systems and tools, helpdesk or CRM, order management, internal coordination channels and the ability to combine them to serve the customer well.
• Advanced communication skills, with the ability to adapt tone and style to different customer needs, and a pattern-recognition mindset that turns recurring issues into concrete suggestions.
• Reliability and an ownership mindset that goes beyond individual KPIs to full customer outcomes, with openness to rotational shifts including nights, based in or willing to relocate to Johor Bahru.

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.