Senior Customer Experience Agent

Castlery; Johor Bahru; On-site; MYR 72,000 - 108,000; Full time

Job summary

Castlery in Johor Bahru is seeking a Senior Customer Experience Agent to own customer cases end-to-end across email, chat, and phone, ensuring genuine resolutions and proactive service.

You will coordinate with logistics, fulfilment, retail, and product teams to resolve cases, identify recurring issues, and drive improvements while adapting tone to each customer’s needs.

Qualifications

• 3+ years in customer experience with end-to-end case ownership, not task-based or tiered handoff work.
• Experience in ecommerce or retail with physical goods is preferred.
• Ability to adapt tone and style across customers and channels.

Responsibilities

• Own a customer's case end-to-end across email, chat, and phone.
• Resolve most cases independently using judgment and product knowledge.
• Anticipate customer needs and pre-empt issues before they escalate.
• Coordinate with logistics, fulfilment, retail, and product to fully resolve a case.
• Own customer-level reporting to surface recurring issues and suggest fixes.

Skills

Customer experience

Case ownership

Communication skills

CRM tools

Multichannel support

Relocation willingness

Tools

CRM systems

Order management systems

ERP systems

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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 escalates, 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 escalte.
• 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.