Customer Experience Officer

Job Description

- **Location**: Kuala Lumpur (Hybrid)
- **Company Overview**:
- At Comfort Works, we believe that your favorite sofa shouldn’t have an expiration date. Our mission is to breathe new life into every living space by creating beautiful, handmade slipcovers that rejuvenate tired furniture.
- We are an independent company that prioritizes long-term vision and human-centric solutions, serving design-conscious homeowners globally.
- **Role Overview**:
- As a Customer Experience Officer, you will be the voice of Comfort Works for our global community. This is a high-touch, relationship-driven role where you will manage end-to-end customer journeys—from technical measurement advice to personalized styling—ensuring every sofa gets its perfect fit while maintaining a "zero inbox" pace.
- **Key Responsibilities**:
- **Customer Success and Satisfaction:**
- Respond to customer queries in a timely and effective manner via phone, email, social media, or chat applications.
- Reply to customer reviews publicly and follow up as needed.
- Handle incoming and outgoing phone calls from customers.
- Track customer experiences across online and offline channels, devices, and touchpoints.
- Support educational upselling by informing customers about new product features and functionalities that improve their outcomes.
- Identify customer needs and take proactive steps to maintain positive experiences.
- Perform product tests, evaluate after-sales and support services, and facilitate improvements.
- Document processes and log technical issues, as well as customer compliments and complaints.
- De-escalate and handle complaints with guidance from seniors.
- Liaise with and assist customers in personalizing slipcovers for their furniture.
- Ensure timely follow-ups for successful product deliveries and after-sales care.
- **CX Operations:**
- Identify opportunities to improve the customer experience.
- Assist in onboarding and training new CX team members.
- Help develop, update, and maintain CX SOPs and FAQs.
- Liaise with the Products Department to update product information on the site.
- Execute proactive outreach to customers regarding stock or production updates.
- Monitor CX process performance and recommend optimizations.
- Participate in inter-departmental projects and tasks.
- **Requirements**:
- **Minimum/Core Requirements:**
- Proficiency in Business English is required to effectively communicate with and support our diverse, global customer base.
- Demonstrated experience or ability to address customer needs and resolve complex issues in a professional manner.
- High attention to detail and accuracy, especially regarding technical specifications and documentation.
- Strong interpersonal skills with a natural ability to build rapport and empathy with customers.
- Ability to thrive in a high-stamina environment, managing approximately 30+ tickets daily to meet "zero inbox" goals.
- Collaborative mindset, capable of working effectively with cross-functional teams.
- **Preferred/Bonus Requirements:**
- Cultural sensitivity and experience navigating nuances across an international customer base.
- Prior experience in high-touch service environments, such as boutique e-commerce, hospitality, or premium retail.
- Fresh graduates with a strong commitment to service excellence are encouraged to apply.
- **Why you should be interested**:
- **Global Impact:** Interact daily with an international community across major markets like the USA, Europe, and Japan, providing a truly "white-glove" service experience.
- **Hybrid Flexibility:** Enjoy a balanced work-life fit with a hybrid schedule (office days Tue/Wed/Fri) and "Blackout Thursdays" dedicated to deep work without interruptions.
- **Autonomy & Growth:** Work in a flat hierarchy where the best ideas win. You will be empowered to own your outcomes and develop your skills in an agile environment.
- **Relationship-Driven Culture:** Join a team that values human connection over scripts. You’ll have the autonomy to troubleshoot and provide genuine, tailored solutions for our customers.
- Ready to help us rejuvenate homes around the world? We’d love to hear from you.