Specialist, CX Operations at Castlery in Johor Bahru, Johor, Malaysia

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.