Delivery Experience Coordinator

We are looking for a full-time Delivery Experience Coordinator based in Malaysia, who will be the heart and soul of PRISM+ for our customers. As a high-growth electronics company, we seek a candidate with experience in building and nurturing an exceptional Customer Service and Order Scheduler team that consistently provides WOW experience for our customers, solidifying PRISM+ as the best customer-oriented company.

This passionate and experienced individual will help drive customer satisfaction by exceeding expectations and fostering a positive culture and mindset within the team. The Delivery Experience Coordinator will report directly to the Head of Customer Experience.

Responsibilities

• Coordinate delivery schedules according to customer preferences, available slots, and logistical constraints.
• Keep internal systems and databases updated with 100% accuracy.
• Source, evaluate, and onboard new vendors to support operational growth and scalability.
• Monitor vendor performance, including service quality, responsiveness, and compliance with company standards.
• Analyze trends in customer orders and delivery schedules to enhance future operational strategies.
• Professionally address customer questions and concerns related to order scheduling, tracking, and delivery through email, phone, chat and platforms in a timely and courteous manner.
• Assist customers in tracking their orders and provide updates on anticipated delivery or installation timelines
• Identify common issues, gather customer feedback, and escalate concerns along with potential suggestions for improvements.
• Provide immediate attention to managing customer escalations or complaints with high priority, efficiency, and professionalism, ensuring satisfactory resolutions.
• Maintain a polite, helpful, and professional attitude always.
• Create effective Delivery Experience Team scheduling procedures, policies, and guidelines.
• Supervise day-to-day operations in the Customer Delivery Experience department and ensure 100% compliance with company standards
• Coach and develop new Customer Delivery Coordinator talent, fostering a strong customer-centric culture.
• Define the customer service strategy and implement the best operating model to achieve business objectives.
• Ensure excellent internal communication with the Customer Service and Logistics Teams to cultivate a customer-centric culture.
• Drive the development of customer satisfaction goals and coordinate with the Customer Service and Logistics Teams to achieve ambitious outcomes set by management.
• Assess service statistics and provide data analysis regularly.

Requirements

• Diploma or Degree holder or equivalent
• A minimum of 2-5 years of relevant work experience in Customer Service, preferably in E-Commerce would be an advantage.
• Exceptional leadership, interpersonal, problem solving, and people management skills.
• Excellent phone etiquette and strong verbal and written communication skills.
• Strong problem-solving capabilities with a customer-focused approach.
• Ability to multitask, stay organized, and perform effectively under pressure.
• Experience with Zendesk or other customer service management systems is an advantage.
• Basic knowledge of e-commerce platforms and logistics processes.
• Familiarity with order delivery management systems and scheduling tools.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) or equivalent software applications
• Work schedulesconsist of 5.5 days work and 1.5 days off,candidates must be willing to work on weekends, public holidays, or outside regular working hours (Shift), as needed by the business.
• This is afully in-office role, candidates must be comfortable commuting to the office located in Bukit Jalil, Kuala Lumpur.