Customer Experience Operations Specialist

Castlery is looking for a Customer Experience Operations Specialist to join our Customer Experience Department.

The Customer Experience (CX) team bridges every touchpoint between Castlery and the customer, whether it's through a physical store, an online shopping cart, or any other touchpoint where one interacts with Castlery. Our role is to ensure that customer experience is engaging, efficient, and effective to continuously drive towards long-lasting customer satisfaction and loyalty, creating promoters in our community for business sustainability.

As a Specialist, you're highly skilled at uncovering customers' needs and showcasing our offerings in a compelling way. You will be the first person who guides our customers — advising, selling, and processing their orders. Always curious, you stay on top of all products and marketing initiatives, as well as design trends, ready to apply your knowledge in customer interactions. You're natural in problem-solving, demonstrating ownership in addressing customers' concerns and achieving customer satisfaction through service.

This role suits individuals with a sales and/or customer experience background who enjoy a role with plenty of customer interactions. If you have a love of connecting with people and providing great customer service coupled with an interest in contributing directly to the bottom line of a multi-million-dollar organization, this is the position for you!

How to qualify:

1. Once your application to this position has been successfully submitted, we will review your resume and profile.
2. If you are successfully shortlisted, you will receive an email RSVP invitation to our next Interview Event taking place on Friday, 28 February 2025 at Infinity8 Reserve Mid Valley Southkey, Level 28 in Johor Bahru.
3. To participate, please ensure that you are available at either 10am or 1pm on this date and will be in Johor Bahru to be able to attend the in-person interview.

What you will be doing:

1. Provide an omnichannel experience e.g. email, chats, Whats-App, social media, calls with a comprehensive understanding of our products and services.
2. Personalise and engage customers effectively to drive customer satisfaction.
3. Assist customers with enquiries and issues efficiently to mitigate detractors.
4. Ensuring service standards are met e.g. CSAT, Quality Assurance (QA), Response time, and Resolution time.

What you'll need:

1. Fluent English with excellent communication skills, both written and verbal.
2. Minimally 2 years of experience in a call center or BPO is required for this position.
3. Ability to determine customer needs and quickly build rapport with customers.
4. Ability to empathize with and prioritize customer needs, provide appropriate solutions, and set expectations with customers.
5. Exude patience and ownership with each customer.
6. Able to solve problems by thinking analytically and creatively.
7. Excellent communication, interpersonal, and organisational skills.
8. Self-starter, resourceful, and tenacious.
9. Team player, working collaboratively within and across teams.
10. Experience working with Zendesk and/or a similar ticketing system is highly advantageous.
11. Ability to speak in Mandarin will be advantageous.

Position Details:

1. In this position, your primary responsibilities will involve interacting and collaborating with customers based in the United States. You will be working night shifts. This role entails a five-day workweek which may include weekends and Public Holidays.
2. Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28.
3. Job Arrangement: Onsite.

What we promise:

Our first promise - the ride of a lifetime: You will be joining the company in its most exciting phase, where we have proven our product market fit. With the growing online penetration of furniture, we will scale from 1 to 100. You will witness the rapid scaling of our customers and organization.

The second promise - a good place to work: We are building a company that puts people as the company's core strategy for success. It's our mandate to make every employee perform to their highest potential so that they can do the very best work of their lives here at Castlery.

We deeply value employee growth, ensuring a good onboarding experience, building career development, clarity on the company strategy, and everyone's contribution to the bigger picture.

Create a supportive, transparent, and flexible work environment to enable our people to be highly productive and creative.

Design and provide effective technical, managerial, culture, and leadership training programs to help our people learn and grow.