- Location
- Bandar Bayan Baru Penang Malaysia
- Employment
- Full-Time
- Seniority
- Junior
- Industry
- High Jewelry
- Posted
- Nov 3, 2026
About Swarovski
Swarovski began cutting crystal in Wattens, Austria, in 1895. Today its work spans crystal production, jewelry design and retail. The house also supplies crystals to designers working in fashion and couture.
Swarovski seeks a Junior Customer Service Specialist to support customers by phone, email, and chat, managing an average of 40 daily cases and resolving product, promotion, complaint, and online-order requests. The role is full-time and requires fluency in English and Thai.
Role & Responsibilities
- Deliver consistent, high-quality customer service by phone, email, and chat.
- Handle incoming contacts and follow up on existing cases, averaging 40 cases per day.
- Resolve customer queries and complaints by identifying needs and causes, explaining solutions, escalating or adjusting issues as needed, and following up to ensure resolution.
- Advise customers on product size, color, stock availability, care, and promotions.
- Assist with online order requests, including order placement, cancellations, refunds, and exchanges.
- Follow communication procedures, guidelines, and policies, using available templates and articles where appropriate.
- Maintain sensitive information in compliance with local and regional laws, including the General Data Protection Regulation (GDPR).
- Contribute to the internal knowledge database.
Qualifications
- At least 1 year of work experience in a customer-facing role, ideally in a multinational contact center handling inbound and outbound customer service.
- Experience handling multiple communication channels simultaneously, such as email and chat or phone and email.
- Comfort using multiple tools while assisting customers, including Outlook, Microsoft Teams, Word, and basic Excel or similar systems; SAP experience is welcome but not mandatory.
- Knowledge of eCommerce is preferred.
- Quick learner with an understanding of systems and processes.
- Ability to handle complaints and conflicts and deliver solutions that customers may not prefer.
- Fluent in English and Thai, with native or near-native proficiency in Thai.
Skills
Experience
At least 1 year in a customer-facing role; ideally in a multinational contact center handling inbound and outbound customer service.
Workplace
The role is situated in Bandar Bayan Baru, Penang, Malaysia — conveniently close to George Town.
Explore jobs in Malaysia.
Benefits
Learning and career development programs; a global employee assistance program covering mental, physical, and emotional health, managerial support, and financial and legal matters; hybrid and flexible work options; paid volunteering leave; exclusive employee discounts on Swarovski products.
Culture
Product knowledge is part of the sales role. Advisors explain how cut and color affect a crystal and help clients distinguish the crystal collections from Swarovski Created Diamonds.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Swarovski, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Junior Customer Support Specialist», «Junior Client Service Specialist», «Customer Care Specialist», «Customer Experience Associate», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.