Senior CX Agent: End-to-End Case Ownership, Proactive

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

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.