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Open nowPosted 59 days ago

Specialist, CX Operations

Castlery35 open roles

Where
Johor Bahru, Johor, Malaysia
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Your applicationOpen nowSpecialist, CX OperationsCastlery · Johor Bahru, Johor, Malaysia

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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 59 days ago

The posting

We’re rethinking homes for how people really live, and we’re looking for a Specialist, CX Operations to join our E-commerce team to help shape the future of living—one thoughtful detail at a time.

Success in this role means being the person our US customers can count on when an order goes wrong. Within your first year you will own the post-sales exception process end-to-end — disputes, returns, refunds, replacements and reverse logistics — and run it to a standard where issues are resolved on first contact, within policy, and without needing to be chased.

Key measures of success include resolution time and first-contact resolution rate on order disputes, accuracy of refunds and replacements against policy, return and restocking turnaround across sales platforms, and reliable independent coverage of the US timezone shift.

Location: Hab GRID, Sunway Iskandar, Iskandar Puteri, Johor Work Arrangement: Fully onsite Working days: Sunday–Thursday OR Tuesday–Saturday Working Hours: 2:00 AM–11:00 AM (Supporting US market)

  • Two off-days per week

What you'll be doing:

  • Own order-related disputes from the moment they are raised to the moment they are closed and manage the resolution process throughout.
  • Coordinate the return process across our various sales platforms, keeping each platform's own rules and timelines straight.
  • Process refunds and replacements accurately and in line with company policy.
  • Oversee reverse logistics and restocking so returned stock moves back through the system cleanly.
  • Work with warehouse, logistics and post-sales colleagues to get issues resolved on time and escalate early when they will not be.
  • Be the CX operations point of contact during US business hours, handling customer-facing communication directly.
  • Work daily in Odoo, our WMS, the CX portal and Excel, keeping records clean enough that anyone can pick up a case behind you.
  • Spot the patterns behind repeat exceptions and flag the process fixes, rather than only clearing the queue.

What you need to succeed:

  • Previous experience in operations and customer service roles — this is essential.
  • Familiarity with eCommerce platforms, exception processes and return management.
  • Hands-on experience with an ERP system, and the confidence to explain how you have used it.
  • A working understanding of eCommerce logistics — what happens to an order, and where it goes wrong.
  • Excellent communication: clear, fluent, and empathetic with customers under pressure.
  • Strong analytical and problem-solving ability, and the meticulousness that refunds and returns demand.
  • Comfortable working independently on a night shift covering the US timezone.
  • Collaborative, and effective across cross-functional teams.

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.

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