Senior CX Agent: End-to-End Support Lead (Onsite, Johor)

Zebra Shipping Sdn. Bhd.; Johor Bahru; On-site; MYR 52,000 - 78,000; Full time

Job summary

Castlery Malaysia is seeking a Senior Customer Experience Agent to join our Customer Experience team in Johor Bahru. You will own a customer’s case from first contact to genuine resolution, handling email, chat and phone to deliver personalized service in a fast-paced e-commerce environment.

You’ll collaborate with logistics, fulfilment, retail and product teams to fully resolve issues, escalate where needed, and turn insights into process improvements.

Qualifications

• 3+ years in customer experience with end-to-end case ownership.

Responsibilities

• Own a customer’s case end-to-end across email, chat, and phone.

Skills

End-to-end ownership

Customer experience

Independent judgment

Communication skills

Multi-system proficiency

Education

N/A

Tools

Helpdesk/CRM

Order management tools

Job description

Castlery Malaysia is seeking a Senior Customer Experience Agent to join our Customer Experience team in Johor Bahru. You will own a customer’s case from first contact to genuine resolution, handling email, chat and phone to deliver personalized service in a fast-paced e-commerce environment.

You’ll collaborate with logistics, fulfilment, retail and product teams to fully resolve issues, escalate where needed, and turn insights into process improvements.