Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 60 days ago

Senior Customer Experience Agent

Castlery35 open roles

Where
Johor Bahru, Johor, Malaysia
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSenior Customer Experience AgentCastlery · Johor Bahru, Johor, Malaysia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Castlery's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 60 days ago

The posting

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 escalate, 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 escalate.
  • 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.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Castlery's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Castlery's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Castlery's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.