# Delivery Experience Coordinator

> PRISM+ · Kuala Lumpur, Malaysia · — · Posted 2026-07-01

**Workplace:** on_site

**Department:** Customer Service

## Description

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 schedules **consist 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 a **fully in-office role**, candidates must be comfortable commuting to the office located in Bukit Jalil, Kuala Lumpur.

## Benefits

-   14 days annual leave
-   1 day paid birthday leave
-   Annual outpatient benefit (Includes dental and optical benefits)
-   Annual performance increment
-   Annual performance bonus
-   Free flow snacks and drinks!

## Apply

[Apply at PRISM+](https://apply.workable.com/prismplus/j/7BFE4F1717/apply)

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